Case Study: IKEA boosts customer satisfaction and lifts NPS to 70 with SmartSurvey SMS surveys

How IKEA increased response rates and long-term customer satisfaction by delivering survey invitations via SMS

IKEA, the world’s largest furniture retailer, needed a way to capture timely feedback from customers after thousands of daily deliveries and to focus on the “middle group” whose experiences could turn into detractors. To address this, IKEA implemented SmartSurvey software, using its SMS survey feature to send branded short-coded URL invitations immediately after delivery so customers can respond on their mobile devices.

SmartSurvey’s automated SMS surveys feed results into IKEA’s portal and spreadsheets for rapid analysis and action, enabling same-day recovery of unhappy customers and continuous journey improvements. As a result of the SmartSurvey solution IKEA’s response rates rose from about 10% to roughly 15%, communication became near real-time, and their Net Promoter Score increased from 25 to 70, prompting plans to roll the programme out across Europe.

IKEA

Alastair Ross

Customer Fulfilment Manager