Case Study: Damas Jewellery achieves exceptional customer satisfaction with Zonka Feedback

How Damas Prioritized Customer Experience using Net Promoter Score®

Damas Jewellery, the leading jeweler in the Middle East, wanted to improve customer experience across its 163 stores but lacked clear insight into post-transaction interactions and customer sentiment. To address this, Damas turned to Zonka Feedback and its NPS, email surveys, offline surveys, CX automation, APIs, and location-based surveys to capture feedback across multiple countries and store locations.

With Zonka Feedback, Damas implemented a centralized Net Promoter Score program to gather and analyze customer feedback at scale, automate follow-ups and reporting, and integrate feedback data with other systems. The result was stronger customer satisfaction and loyalty, more targeted service improvements, streamlined feedback operations, and an average NPS trending above 85 across thousands of surveys.

Damas Jewellery

Nachiket Bandekar

Director of Information Technology