Case Study: IKEA achieves higher response rates and customer satisfaction with SmartSurvey

IKEA raises NPS to 70 with SmartSurvey SMS feedback

IKEA, the global furniture retailer, faced the challenge of collecting timely and actionable feedback from thousands of daily home deliveries. Their goal was to improve long-term customer satisfaction by quickly identifying and resolving issues, particularly with customers who had mediocre experiences. To achieve this, they partnered with SmartSurvey to implement a more effective feedback system.

SmartSurvey provided a solution using its SMS survey feature. IKEA automated the process so that a survey link was sent via text immediately after delivery, enabling instant feedback. This mobile-friendly approach increased engagement and allowed for personalized, rapid follow-up on negative feedback. SmartSurvey's implementation led to a dramatic rise in IKEA's Net Promoter Score from 25 to 70 and increased response rates from 10% to around 15%. Due to this success in the UK, IKEA plans to roll out the program across Europe.

IKEA