Case Study: AllSaints achieves a 14-point NPS increase in 12 months with Zendesk

AllSaints saw a 14-point NPS increase over 12 months

AllSaints is a premium British fashion house that expanded rapidly into global retail and e‑commerce, which created a surge in customer contacts and exposed fragmented systems and inconsistent brand experiences. The customer‑experience team needed a centralized, consistent way to manage omnichannel and multilingual support while preserving the brand’s luxury, personalised service.

AllSaints implemented Zendesk Support, cross‑trained stylists, and set up a 24/7 shift system so teams could handle first‑line enquiries and escalate in‑country when needed. In the first 12 months they recorded a 14‑point NPS increase, faster response times and more consistent, end‑to‑end service—enabling the brand to deliver a reliable luxury experience across regions and channels.

AllSaints

Sarah-Jayne Grabiec

Global Customer Experience Manager