Case Study: Butternut Box boosts customer satisfaction and retention with SentiSum

How Butternut Box use SentiSum to drive customer satisfaction and increase retention

Butternut Box, a customer-centric pet food subscription company, wanted a better way to understand what was driving customer delight, retention, and churn. Their support team used Dixa, but feedback was spread across surveys and customer contacts, making it hard to get a clear, actionable view of the customer experience.

SentiSum integrated with Dixa to centralize feedback, automatically surface themes, and reduce manual tagging, giving Butternut Box a single source of truth for VoC and NPS insights. With SentiSum, the team reduced wrap-up time, improved cross-functional action on customer feedback, identified value for money as a key retention metric, and spotted issues earlier before they became losses, helping drive better satisfaction and retention across the business.

Butternut Box

Selene Riontino

Insights Lead