Case Study: PSD Underwear achieves 72% NPS with Retently

PSD tracks customer satisfaction at every stage of the customer journey

PSD Underwear, a lifestyle apparel brand, faced challenges with limited visibility into customer preferences and a disjointed customer journey due to their generic Shopify survey tool. They needed a comprehensive CX platform to gather data across touchpoints, integrate with their systems like Shopify Plus, and measure customer loyalty effectively, leading them to seek a solution from vendor Retently.

Retently provided a multi-channel feedback solution with automated NPS, CES, and CSAT campaigns sent via email, in-app pop-ups, and SMS. This integration gave PSD clear insights into the entire customer journey, allowing them to make data-driven improvements. The measurable result was an impressive NPS score of 72, well above the industry average, achieved by systematically capturing and acting on tens of thousands of customer feedback responses each month.

PSD

Gian Singh

Director of Ecommerce