Case Study: Tom Tailor achieves a 6-point NPS lift and higher customer satisfaction with zenloop

How Tom Tailor builds holistic feedback loops to increase customer satisfaction

Tom Tailor, a global fashion brand with hundreds of stores and an extensive partner network, partnered with the action-oriented experience management platform zenloop to strengthen customer experience. Facing critical moments at after‑purchase and after‑delivery — when satisfaction can swing from delight to disappointment — Tom Tailor wanted to better understand causes of dissatisfaction, close feedback loops, and increase long‑term loyalty.

Using zenloop, Tom Tailor implemented NPS surveys at key touchpoints and an automated, personalized three‑email journey over 20 days that links after‑purchase and after‑delivery feedback, triggers customer‑service follow‑up for detractors, and issues incentives for satisfied customers. The program gathered 458,275 responses, lifted NPS by six points since the April 2021 campaign, produced a 66% higher conversion rate for promoters and passives, and saw about 11% of detractors make repeat purchases — with personal outreach converting many detractors into promoters.

Tom Tailor