Case Study: Purplle boosts in-store customer satisfaction with Zonka Feedback

How Zonka Feedback Transformed Customer Satisfaction for Purplle

Purplle, a prominent Indian e-commerce and cosmetics retailer, sought to improve its in-store customer experience but faced challenges. They needed a unified system to collect targeted feedback on their beauty advisors and capture accurate data from their physical stores, as they lacked a centralized platform for measuring customer satisfaction (CSAT) and Net Promoter Score (NPS). To tackle this, they partnered with the vendor Zonka Feedback.

Zonka Feedback implemented a multi-faceted solution using location-based surveys, offline kiosks, and CX automation. This allowed Purplle to gather precise feedback from each store and measure key metrics effectively. The implementation had a remarkable impact, leading to an average customer satisfaction (CSAT) rating of over 98%. The solution also provided Purplle with actionable insights to continuously refine the customer journey and enhance their service.

Purplle