Case Study: Caseable achieves a 40-point NPS lift and faster deliveries with zenloop

Caseable Uses NPS® for Process and Product Improvements

Caseable, a Brooklyn-based e‑commerce company with more than 750,000 customers and operations in the USA, UK, France and Germany, needed a uniform, global feedback strategy and an automated way to monitor product quality and delivery performance across markets. To achieve this, Caseable adopted zenloop’s “Custom” solution (the zenloop Retention Management Platform) in 2019 to collect NPS feedback at key touchpoints and drive customer‑centric improvements.

Using zenloop to gather NPS at three touchpoints (“Shop Experience,” “After Delivery,” and “Post‑Purchase Customer Service”), Caseable collected 140,538 pieces of feedback, implemented automated win‑back emails, Zendesk and Slack integrations, Live Feeds and dashboards, and tightened processes (e.g., shipping directly to cut delivery times and adjusting product shades/materials). The result with zenloop: a 40‑point increase in NPS, improved repurchase rates, identification and recovery of detractors, and measurable product and process improvements.

Caseable

Fabian Louis

Managing Director