Case Study: kfzteile24 boosts customer satisfaction with zenloop

kfzteile24 Uses NPS for Process Improvements and to Increase Customer Satisfaction

kfzteile24, one of Germany’s largest online shops for car parts, used zenloop’s Experience Management Platform to collect feedback across four touchpoints, including after delivery. The company’s challenge was to identify weak spots in the customer journey, especially around shipping and parts availability, where late deliveries and unclear stock information were driving dissatisfaction.

With zenloop, kfzteile24 improved website transparency by showing part availability and delivery times more clearly, reduced use of a poorly rated courier, and added checkout suggestions for out-of-stock alternatives. The changes delivered measurable results: shipping-related complaints fell from 55% to 29%, availability complaints dropped to 13%, NPS rose from 60 to 74, detractors decreased to 7%, and customer satisfaction at the after-delivery touchpoint increased to 80%, alongside fewer service inquiries and higher repeat purchases.

kfzteile24