{"id":1672,"date":"2022-03-17T11:07:33","date_gmt":"2022-03-17T11:07:33","guid":{"rendered":"http:\/\/yhs.uyx.mybluehost.me\/en\/?p=1672"},"modified":"2025-05-07T13:33:07","modified_gmt":"2025-05-07T13:33:07","slug":"internetstores-nps-case-study","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/resources\/case-studies\/internetstores-nps-case-study\/","title":{"rendered":"Repurchase Rate Increased by 62% \u2013 Internetstores Strengthens Customer-Centricity with NPS\u00ae"},"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>Repurchase Rate Increased by 62% \u2013 Internetstores Strengthens Customer-Centricity with NPS\u00ae<\/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=\"798\" height=\"346\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/internetstores-hero-2.jpg\" class=\"attachment-full size-full\" alt=\"Case Study \/ published in July 2019 by Susan Pfundt\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/internetstores-hero-2.jpg 798w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/internetstores-hero-2-300x130.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/internetstores-hero-2-768x333.jpg 768w\" sizes=\"auto, (max-width: 798px) 100vw, 798px\" \/>\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\">Leading platform for Bike &amp; Outdoor generates more loyal customers and +62 percent repurchase rates<\/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 \">2018<\/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 \">153,000 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\/isEN\" 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 Studies<\/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;color:#02193c;\" 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-1674\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/case-study-internetstores-Intro-1.jpg\" alt=\"case-study-internetstores-Intro-1\" width=\"570\" height=\"422\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-internetstores-Intro-1.jpg 570w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-internetstores-Intro-1-300x222.jpg 300w\" sizes=\"auto, (max-width: 570px) 100vw, 570px\" \/><\/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 Internetstores<\/h3>\n<p>As part of the SIGNA Sports Group, Internetstores is\u00a0<strong>Europe\u2018s leading online platform for bikes and outdoor equipment<\/strong>\u00a0\u2014 with over 40 different online shops in 14 countries, stores in Germany, Sweden, and France, and a growing network of local service partners.<\/p>\n<p>In order to gain detailed insights into the customers&#8217; shopping experience, identify improvement potential in the customer journey, and reduce customer churn, Internetstores relies on the retention management platform zenloop. The Stuttgart-based company was founded by Ren\u00e9 K\u00f6hler in 2003 and has been using zenloop to query NPS feedback at three touchpoints since 2018. This way, Internetstores reveals opportunities for improvement, tackles the problems communicated by churning customers, and regains these customers through personalized contact. The focus here is particularly on integration in all \u201cafter-delivery\u201d emails throughout Europe.<\/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('');color:#02193c;\" 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>As the leading online platform for bike and outdoor in Europe with different shops, brands, and target markets, Internetstores is confronted with divergent customer groups and wishes, which consequently requires different approaches and methods to increase customer loyalty. In order to generate detailed insights into the character of these, to conduct further analyses, and to convert them into personalized actions, a SaaS solution is needed that automates this process and yet still provides the possibility of individual activities.<\/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-1676\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/case-study-internetstores-herausforderung-1.jpg\" alt=\"case-study-internetstores-herausforderung-1\" width=\"570\" height=\"302\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-internetstores-herausforderung-1.jpg 570w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-internetstores-herausforderung-1-300x159.jpg 300w\" sizes=\"auto, (max-width: 570px) 100vw, 570px\" \/><\/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;color:#02193c;\" 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-1678\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/case-study-internetstores-loesung-1.jpg\" alt=\"\" width=\"570\" height=\"440\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-internetstores-loesung-1.jpg 570w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-internetstores-loesung-1-300x232.jpg 300w\" sizes=\"auto, (max-width: 570px) 100vw, 570px\" \/><\/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>To evaluate the delivery process in various countries, Internetstores uses the NPS query via e-mail embed. For additional insights into pain points and customer satisfaction, the NPS is also gathered after contact with customer service &#8211; also using email embed as a channel.<\/p>\n<p>In addition to the SaaS solution, zenloop also gave guidance on sending times and the relevance of touchpoints in order to optimize the response rate with regard to the desired results. The strategic consulting raised the response rate to 30% and the comment rate to 50%.<\/p>\n<p>In order to increase customer centricity, Internetstores installed monitors in their offices that display different dashboards using the zenloop Live Feed. This way, customer feedback is carried in real-time into the company and across all departments.<\/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:#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>\u201cBy integrating zenloop, we get an accurate picture of the satisfaction of our customers and their purchasing behavior. This allows us to develop actions according to the different rating types and customer value.\u201d<\/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('');color:#02193c;\" 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>Internetstores identified a\u00a0<strong>clear sales potential for promoters<\/strong>\u00a0with zenloop and measured the influence of the customer experience on company KPIs:<\/p>\n<ul>\n<li>The repurchase rates of promoters are\u00a0<strong>62% higher<\/strong>\u00a0than those of detractors. This maximizes the sales potential of satisfied customers and opens up additional sales opportunities &#8211; if recovery measures are successfully applied to churning customers.<\/li>\n<li>On the basis of customer feedback and zenloop\u2018s guidance,\u00a0<strong>dedicated systems of actions<\/strong>\u00a0were developed from which \u201cclose-the-loop\u201d measures can be derived with regard to customers and the company itself.<\/li>\n<\/ul>\n<p>For the future, Internetstores is planning to further intensify their cooperation with zenloop.<\/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-1679\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/case-study-internetstores-ergebnis-1.jpg\" alt=\"case-study-internetstores-ergebnis-1\" width=\"570\" height=\"448\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-internetstores-ergebnis-1.jpg 570w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-internetstores-ergebnis-1-300x236.jpg 300w\" sizes=\"auto, (max-width: 570px) 100vw, 570px\" \/><\/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;color:#02193c;\" 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-1680\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/internetstores-ergebnis-1.jpg\" alt=\"internetstores-ergebnis-1\" width=\"570\" height=\"440\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/internetstores-ergebnis-1.jpg 570w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/internetstores-ergebnis-1-300x232.jpg 300w\" sizes=\"auto, (max-width: 570px) 100vw, 570px\" \/><\/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<h4>How Internetstores closes the feedback loop for their\u00a0<u>customers<\/u><\/h4>\n<ul>\n<li>Satisfied customers are forwarded to review portals to support acquiring new customers.<\/li>\n<li>Individually tailored offers and retention actions increase the customer value of promoters and passives.<\/li>\n<li>The integration with CRM and customer support tools enables winning back churning customers.<\/li>\n<\/ul>\n<h4>How Internetstores closes the feedback loop within the\u00a0<u>company<\/u><\/h4>\n<ul>\n<li>\u201cClose-the-loop\u201d actions increase customer-centricity.<\/li>\n<li>Daily reports show the development of the aggregated NPS across all brands and countries.<\/li>\n<li>Smart labels cluster feedback thematically. Teams are informed in real-time.<\/li>\n<li>Live feeds to ensure maximum feedback transparency, even without direct customer contact.<\/li>\n<\/ul>\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-top\" style=\"background-color:#ffffff;color:#02193c;\" 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:\t6fr 6fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<h2 class=\"demo-module__headline h2\">zenloop can also work for your company.<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 wp-image-1099\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/desktop-1-e1646826239163.png\" alt=\"\" width=\"600\" height=\"309\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/desktop-1-e1646826239163.png 1000w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/desktop-1-e1646826239163-300x155.png 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/desktop-1-e1646826239163-768x396.png 768w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/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>Generate more loyal customers and increase repurchase rates<\/p>\n","protected":false},"author":2,"featured_media":2306,"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-1672","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>Internetstores strengthens customer centricity with NPS\u00ae<\/title>\n<meta name=\"description\" content=\"How Internetstores, Europe\u2019s leading online platform for outdoor &amp; bike generates more loyal customers and +62% repurchase rates by using the NPS.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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