Case Study: Lakrids by Bülow boosts CSAT and customer-led product improvements with SentiSum

How Lakrids By Bülow identified points of friction in CX and improved CSAT scores

Lakrids by Bülow, the gourmet liquorice brand, wanted to uncover clearer insights from customer support tickets and move beyond gut feeling and siloed manual reporting. Using SentiSum with their Dixa support platform, they aimed to quantify customer feedback and bring the voice of the customer into wider business decisions.

SentiSum automatically analyzed and tagged Lakrids by Bülow’s support data with a granular taxonomy, creating a VOC feedback loop between support, product, and marketing. This helped the team identify friction points, improve packaging and communications, and better handle repeat issues; as a result, customer concerns about the advent calendar fell by 26% year over year, and 5/5 CSAT ratings increased by 9% in the latter half of 2022.

Lakrids by Bülow

Løkke Engraf

Head of Consumer Service and Sales Support