Case Study: Internetstores boosts repurchase rates with zenloop

Internetstores Generates More Loyal Customers and +62% Repurchase Rates Using zenloop

Internetstores, Europe’s leading online platform for bikes and outdoor equipment, wanted a better way to understand customer satisfaction across its many shops, countries, and customer segments. To reduce churn and improve loyalty, the company turned to zenloop’s retention management platform and NPS feedback collection, using it at multiple customer touchpoints.

With zenloop, Internetstores implemented NPS surveys via email embed after delivery and after customer service interactions, supported by zenloop guidance on timing and touchpoint strategy. The result was a 30% response rate, a 50% comment rate, and repurchase rates among promoters that were 62% higher than those of detractors, helping Internetstores launch effective close-the-loop actions and increase customer centricity across the organization.

Internetstores

Thomas Spengler

Chief Customer Officer