Case Study: rue21 achieves higher NPS, sales, and BOPIS growth with Verint Experience Management

rue21 boosts BOPIS orders 72% and NPS by 17 points with Verint

rue21, a fast-fashion retailer with over 600 stores, faced challenges in improving its customer experience (CX) and Net Promoter Score (NPS), particularly with its new Buy Online Pickup In Store (BOPIS) service. To guide its data-driven CX strategy, the company turned to vendor Verint Systems and deployed Verint Experience Management to gather and analyze customer feedback across all touchpoints.

Using the Verint solution, rue21 identified specific issues with BOPIS and its plus-size line, leading to targeted actions like employee retraining and improved inventory management. As a result, Verint helped rue21 achieve a 17-point increase in NPS, a 72% month-over-month rise in BOPIS orders, and significant sales growth by making customer feedback central to its operational improvements.

Rue21, LLC (rue21)