Case Study: Petco boosts customer satisfaction and average order value with Sutherland Global Services

Petco - Customer Case Study

Petco, a leading pet specialty retailer, was facing significant challenges including an F rating with the Better Business Bureau, a high volume of customer complaints, and declining sales volumes in its ecommerce channel. They partnered with Sutherland Global Services to scale their customer care operations and improve the overall customer experience.

Sutherland implemented a dedicated team trained to resolve immediate issues and identify root causes via chat, email, and phone. This team was also skilled in product knowledge and sales conversion to increase order value. The solution delivered by Sutherland transformed the customer experience, resulting in a BBB rating improvement from F to B+, a customer satisfaction score of 88%, and a 25% increase in average order value.

Petco