Case Study: rue21 achieves 17-point NPS lift and 72% BOPIS growth with Verint Systems' Experience Management

rue21 Gets Sales and Satisfaction Bump with a Data-Driven, Omnichannel CX Strategy

rue21 is a fast‑fashion retailer with 600+ stores that embarked on a data‑driven customer experience (CX) strategy as it modernized stores and expanded omnichannel services. The retailer faced notable CX challenges—especially low NPS for its buy‑online‑pickup‑in‑store (BOPIS) fulfillment and gaps in its plus‑size rue+ assortment—driven by training, inventory and communication issues that hurt order volume and customer satisfaction.

rue21 deployed Verint Experience Management to aggregate Voice of Customer data across digital and in‑store channels and use predictive modeling to prioritize fixes. Targeted actions included extending BOPIS pickup windows, comprehensive associate retraining and incentive programs, improved inventory and signage, revamped communications, and expanded rue+ inventory and marketing. The changes drove a 17‑point lift in NPS, a 72% month‑over‑month increase in BOPIS orders, and a unified, cross‑functional view of customer feedback to guide ongoing CX improvements.

rue21