Case Study: KELLER Group achieves more than double its average sales value with zenloop

How KELLER Group GmbH More than Doubled its Average Sales Value through Experience-Based Customer Approaches

Keller Group, a Munich-based retailer, faced the challenge of identifying satisfied and dissatisfied customers and addressing them in a personalized way to boost retention and sales. Since 2017 Keller Group has used zenloop’s Net Promoter System (NPS) feedback platform at two touchpoints to collect real-time customer feedback and segment promoters, passives and detractors for targeted follow-up.

Using zenloop data, Keller Group ran an experience-based CRM mailing after parcel delivery—thank-you postcards for promoters, apology postcards for detractors and tailored emails for passives, including coupon codes. The zenloop-driven campaign more than doubled AOV after returns (from €80 to €210), increased kept items per order (2.7 vs 1.3) and raised spend by about €130 per order; segment results showed strong AOVs for promoters (€296), passives (€331) and detractors (€257), demonstrating clear revenue and retention gains.

Keller Group