Case Study: die kartenmacherei achieves automated customer centering and detractor recovery with zenloop

How die kartenmacherei Automates Customer Centering and Binding with zenloop

die kartenmacherei, a market-leading maker of customizable print products with >40 million euros in annual sales across Germany, Austria, Switzerland and France, needed a way to guarantee 100% customer centering in a highly emotional product context and to automatically identify and recover dissatisfied customers. To meet this challenge they adopted zenloop’s retention management platform and NPS solution to capture feedback at key touchpoints.

Using zenloop since January 2019, die kartenmacherei runs NPS surveys at Checkout and After Delivery, collecting 200,411 responses and identifying 5,434 detractors. zenloop’s smart labels, sentiment analysis, real‑time feedback feeds and KPI dashboards enabled faster, centralized insight and 24‑hour follow‑up workflows for recovery; the program also drives product/process improvements and more than 6% public review conversion, while keeping negative public reviews rare.

die kartenmacherei

Birgit Stephan

Tribe Lead Service