{"id":1657,"date":"2022-03-17T10:58:21","date_gmt":"2022-03-17T10:58:21","guid":{"rendered":"http:\/\/yhs.uyx.mybluehost.me\/en\/?p=1657"},"modified":"2025-05-07T13:34:34","modified_gmt":"2025-05-07T13:34:34","slug":"caseable-nps-case-study","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/resources\/case-studies\/caseable-nps-case-study\/","title":{"rendered":"NPS\u00ae Increased by 40 Points for Process and Product Improvements"},"content":{"rendered":"<section         class=\"block-hero  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\n\t\t<div class=\"grid \" style=\"grid-template-columns:1fr 1fr\">\n\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<h2>NPS\u00ae Increased by 40 Points for Process and Product Improvements<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"small-text\">Success Story <\/p>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"col flex-center image-side \">\n\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"494\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-hero.png\" class=\"attachment-full size-full\" alt=\"case-study-caseable-hero\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-hero.png 1140w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-hero-300x130.png 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-hero-1024x444.png 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-hero-768x333.png 768w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/>\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n<\/section>\n\n<section         class=\"block-features  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t<h2 class=\"section-title\">Caseable uses NPS as a Means of Quality Control and Basis for Customer Centering<\/h2>\t\t<div class=\"grid\" style=\"grid-template-columns:\t1fr\">\n\t\t<div class=\"grid features\" style=\"grid-template-columns:repeat(3, 1fr);grid-gap: 0 30px;\">\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-info-circle icon\"><\/i>\n\t\t\t\t<h5>Uses zenloop since<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">2019<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-check-circle icon\"><\/i>\n\t\t\t\t<h5>Number of touchpoints<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">3 touchpoints<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-comment-alt-smile icon\"><\/i>\n\t\t\t\t<h5>Feedback generated<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">140,538 answers<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t\t\t\t<div class=\"buttons\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/zn-lp.com\/CaseableEN\" class=\"button\">Download case study as PDF<\/a>\n\t\t\t\t\t\t\t\t\t<a href=\"\/resources\/case-studies\" class=\"button\">More case sudies<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ecedef;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1659\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/case-study-caseable-intro.jpg\" alt=\"case-study-caseable-intro\" width=\"1140\" height=\"660\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-intro.jpg 1140w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-intro-300x174.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-intro-1024x593.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-intro-768x445.jpg 768w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3>About Caseable<\/h3>\n<p>With more than 750,000 customers, Caseable is one of the largest international e-commerce companies delivering personalized accessories for small electronic devices.<\/p>\n<p>Caseable uses zenloop&#8217;s &#8220;Custom&#8221; solution to develop a holistic feedback strategy and to find out how to ensure consistent high quality despite selling in different countries. In addition, Caseable actively wants to collect customer feedback on their product range. Since May 2019, the Brooklyn-based company requests NPS feedback via overlays and emails at three website touchpoints. In the course of their evaluation, Caseable focuses primarily on increasing customer centering within the company as well as on identifying detractors in order to initiate appropriate win-back measures.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3>The Challenge<\/h3>\n<p>Caseable has more than 750,000 customers and operates in the USA, UK, France, and Germany. In order to\u00a0<strong>ensure consistently high product quality and speedy delivery in all four countries<\/strong>, an integrated experience management solution is needed that not only collects feedback but also analyzes it both internationally and automatically.<\/p>\n<p>In addition, a uniform, global feedback strategy needs developing and customer-centering promoted. The aim is to understand customer needs in terms of product and delivery and to incorporate them into business development.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1660\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/case-study-caseable-challenge.jpg\" alt=\"case-study-caseable-challenge\" width=\"1140\" height=\"528\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-challenge.jpg 1140w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-challenge-300x139.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-challenge-1024x474.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-challenge-768x356.jpg 768w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ecedef;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1661\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/zenloop-case-study-caseable-solution.jpg\" alt=\"zenloop-case-study-caseable-solution\" width=\"1140\" height=\"516\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-caseable-solution.jpg 1140w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-caseable-solution-300x136.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-caseable-solution-1024x463.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-caseable-solution-768x348.jpg 768w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3>The Solution<\/h3>\n<p>In order to compare quality and processes and to analyze product satisfaction in different countries, Caseable uses zenloop to collect NPS scores at the three following touchpoints: &#8220;Shop Experience&#8221;, &#8220;After Delivery&#8221; and &#8220;Post-Purchase Customer Service&#8221;.<\/p>\n<p>In terms of feedback strategy and customer centering, Caseable focuses on various internal &#8220;closing-the-loop&#8221; measures. These measures help make customer opinions visible within the company and this assists in incorporating them into product and process development. They also serve to minimize customer feedback response times.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin small-padding-both\" style=\"background-color:#02193c;color:#ffffff;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 1, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<h2>&#8220;Through the strategic and automated evaluation of customer feedback, we were able to improve our product range as well as external and internal processes regarding the needs of our customers.&#8221;<\/h2>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3>The Result<\/h3>\n<p><strong>By using the zenloop Retention Management Platform, Caseable was able to:<\/strong><\/p>\n<ul>\n<li>Increase their NPS score by 40 points<\/li>\n<li>Identify detractors and initiate win-back measures<\/li>\n<li>Introduce process and product improvements as well as quality assurance<\/li>\n<\/ul>\n<p><strong>Process Improvements Satisfy Customers:<\/strong><\/p>\n<p>Due to the use of NPS on the &#8220;After Delivery&#8221; touchpoint, Caseable discovered that long delivery times &#8211; especially in the USA and UK &#8211; resulted in lower repurchase rates compared to France and Germany. Instead of working with a distributor who relabeled packages before shipping, thanks to NPS feedback they now ship directly, significantly shortening delivery times.<\/p>\n<p>Customers also expressed a desire for delivery status updates of their orders, which Caseable is now implementing. This increased customer satisfaction and is reflected in improved repurchase rates and a\u00a0<strong>40-point rise in NPS<\/strong>.<\/p>\n<p><strong>Product Improvements Pay for NPS:<\/strong><\/p>\n<p>Using smart labels and the mood analysis of customer comments, Caseable was able to take a close look at its own product quality and customer preferences.<\/p>\n<p>This led to adjustments of shades and materials. Furthermore, products have been completely removed from the range and replaced with alternatives that better suit the customer&#8217;s wishes.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1663\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/case-study-caseable-result-1.jpg\" alt=\"case-study-caseable-result-1\" width=\"1140\" height=\"1380\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-result-1.jpg 1140w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-result-1-248x300.jpg 248w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-result-1-846x1024.jpg 846w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-result-1-768x930.jpg 768w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ecedef;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1667\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/case-study-caseable-result-1-1.jpg\" alt=\"case-study-caseable-result-1-1\" width=\"1140\" height=\"1140\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-result-1-1.jpg 1140w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-result-1-1-300x300.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-result-1-1-1024x1024.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-result-1-1-150x150.jpg 150w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-caseable-result-1-1-768x768.jpg 768w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><strong>Win-Back Measures and Customer-Centricity Convince Critics:<\/strong><\/p>\n<p>Caseable uses various measures to implement its uniform feedback strategy and recover identified detractors.<\/p>\n<ul>\n<li>An\u00a0<strong>integration with the Zendesk Customer Service Tool<\/strong>\u00a0helps assign NPS feedback in different languages to the relevant teams.<\/li>\n<li><strong>Email templates<\/strong>\u00a0help teams quickly respond to critical statements. For example, detractors receive an apology email automatically and immediately in case of complaints about shipping or product.<\/li>\n<li>In order to further minimize the response time to customer feedback and at the same time make feedback transparent, customer comments are also forwarded to the entire company via\u00a0<strong>Slack<\/strong>, pre-sorted into comments about customer service and delivery.<\/li>\n<li>For added transparency and to promote team awareness,\u00a0<strong>Live Feeds provide in-depth feedback throughout the office<\/strong>. In addition, Caseable relies on dashboards in each area. In the production department, for example, they each show three meaningful positive and critical comments. This serves on the one hand as a training measure and warning signal for production employees, on the other hand as a motivational injection, providing positive energy.<\/li>\n<\/ul>\n<p>In the future, Caseable plans to further intensify its cooperation with zenloop.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin small-padding-top\" style=\"background-color:#ffffff;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t7fr 5fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<h2>Learn how zenloop can help your business, too.<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 40px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/h2>\n<p><a class=\"button\" href=\"https:\/\/www.zenloop.com\/en\/request-demo\">Schedule a free consultation<\/a><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1431\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/person_white_bg-e1647443728944.jpg\" alt=\"\" width=\"940\" height=\"761\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/person_white_bg-e1647443728944.jpg 940w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/person_white_bg-e1647443728944-300x243.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/person_white_bg-e1647443728944-768x622.jpg 768w\" sizes=\"auto, (max-width: 940px) 100vw, 940px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"<p>Using the NPS as means of quality control and basis for customer centering<\/p>\n","protected":false},"author":2,"featured_media":2325,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"two-col-blog.php","format":"standard","meta":{"_acf_changed":true,"inline_featured_image":false,"footnotes":""},"categories":[20,6],"tags":[],"class_list":["post-1657","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-resources","category-case-studies"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.6 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Caseable Uses NPS\u00ae for Process &amp; Product Improvements<\/title>\n<meta name=\"description\" content=\"How Caseable uses the NPS as a means of quality control and the basis for a uniform feedback strategy and customer focus.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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