Case Study: Otto Wilde Grillers boosts NPS by 25 points and strengthens customer centricity with zenloop

Using NPS® for Customer Centering and Transparent Feedback

Otto Wilde Grillers, a Düsseldorf-based maker of high-end 900‑degree gas grills founded in 2015, needed a reliable way to build long‑term customer trust and systematically capture customer wishes. To centralize customer centricity and automate feedback analysis, Otto Wilde adopted zenloop’s Retention Management Platform (zenloop’s custom solution) in 2018 and established NPS as a core company KPI.

Using zenloop, Otto Wilde collects NPS at three touchpoints (link, email, website overlay), applies smart labels and sentiment analysis, and integrates feedback into Slack, Zendesk and Freshdesk. The program gathered 2,845 responses, helped identify detractors and activate promoters, and enabled product and process changes—raising customer service NPS from 39 to 65 (+26 points) and embedding NPS-driven improvements across the company.

Otto Wilde Grillers

Julia Wilde

Founder & Managing Director