{"id":1720,"date":"2022-03-17T11:39:40","date_gmt":"2022-03-17T11:39:40","guid":{"rendered":"http:\/\/yhs.uyx.mybluehost.me\/en\/?p=1720"},"modified":"2025-05-07T13:26:43","modified_gmt":"2025-05-07T13:26:43","slug":"otto-wilde-nps-case-study","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/resources\/case-studies\/otto-wilde-nps-case-study\/","title":{"rendered":"+25 Points: How Otto Wilde Increases NPS with zenloop"},"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>+25 Points: How Otto Wilde Increases NPS with zenloop<\/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-otto-wilde-hero.jpg\" class=\"attachment-full size-full\" alt=\"case-study-otto-wilde-hero\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-otto-wilde-hero.jpg 1140w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-otto-wilde-hero-300x130.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-otto-wilde-hero-1024x444.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-otto-wilde-hero-768x333.jpg 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('');color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t<h2 class=\"section-title\">Otto Wilde Grillers Uses NPS as a Key Metric for Corporate Success<\/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 \">2,845 answers\r\n<\/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\/owEN\" 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-5625\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-otto-wilde-intro.jpg\" alt=\"bbq\" width=\"900\" height=\"537\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-otto-wilde-intro.jpg 900w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-otto-wilde-intro-300x179.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-otto-wilde-intro-768x458.jpg 768w\" sizes=\"auto, (max-width: 900px) 100vw, 900px\" \/><\/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 Otto Wilde<\/h3>\n<p>Founded in 2015 as a family business, Otto Wilde produces and distributes specialized 900-degree gas-powered grills for the higher-end market, which promise and deliver the perfect barbecue experience.<\/p>\n<p>But it is not just in the case of barbecue goods that the D\u00fcsseldorf-based company pays attention to perfection \u2013 it refuses not to leave the topic of customer satisfaction to chance. Otto Wilde uses zenloop&#8217;s custom solution to sharpen customer centering in the company. In addition, customer wishes are recognized and incorporated into product and process development in order to build up long-term customer loyalty and trust. Since April 2018, the company has been requesting NPS at 3 touchpoints via a link, email, and website overlay.<\/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 a young company in the high-end, high price market, long-term success needs constant customer trust and satisfaction. As a basis for this, customer wishes need to be both identified and known in order to address them.<\/p>\n<p>This requires an integrated Experience Management solution that not only provides a uniform KPI, but also enables fast and automated evaluation of customer feedback. In addition, it needs options for actions with which customer wishes and opinions can be incorporated into the company and used to support product expansion.<\/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-5626\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-otto-wilde-challenge.jpg\" alt=\"vegetables\" width=\"700\" height=\"442\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-otto-wilde-challenge.jpg 700w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-otto-wilde-challenge-300x189.jpg 300w\" sizes=\"auto, (max-width: 700px) 100vw, 700px\" \/><\/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-5627\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-otto-wilde-loesung.jpg\" alt=\"bbq meat\" width=\"900\" height=\"537\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-otto-wilde-loesung.jpg 900w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-otto-wilde-loesung-300x179.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-otto-wilde-loesung-768x458.jpg 768w\" sizes=\"auto, (max-width: 900px) 100vw, 900px\" \/><\/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>&#8220;Our goal is to make our customers so happy that they fully recommend us and our products. In doing so, we make ourselves stand out from many competitors.\u201c<\/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>By using the zenloop, Otto Wilde was able to:<\/p>\n<ul>\n<li>Increase NPS at the customer service touchpoint\u00a0<strong>by 25 points<\/strong><\/li>\n<li>Identify detractors and initiate appropriate win-back measures<\/li>\n<li>Activate promoters for recommendations<\/li>\n<li>Implement process and product improvements<\/li>\n<\/ul>\n<p><strong>Feedback Right to the Top Levels of Management:<\/strong><\/p>\n<p>Otto Wilde holds a monthly NPS meeting with both management and responsible employees in which everyone discusses the feedback data, and ensures that elementary insights are provided across the company. The topics which Otto Wilde wants to focus on are then passed on to the respective departments. This results in interesting insights, motivating praise, and important impulses for all employees to think about.<\/p>\n<p>Otto Wilde is particularly pleased with the euphoria and enthusiasm that customers share. This is also used to automatically transfer promoters to public review platforms to generate positive ratings.<\/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-5628\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-otto-wilde-ergebnis-2.jpg\" alt=\"man grills meat\" width=\"900\" height=\"884\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-otto-wilde-ergebnis-2.jpg 900w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-otto-wilde-ergebnis-2-300x295.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-case-study-otto-wilde-ergebnis-2-768x754.jpg 768w\" sizes=\"auto, (max-width: 900px) 100vw, 900px\" \/><\/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-1729\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/case-study-otto-wilde-result-1.jpg\" alt=\"case-study-otto-wilde-result-1\" width=\"1140\" height=\"1524\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-otto-wilde-result-1.jpg 1140w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-otto-wilde-result-1-224x300.jpg 224w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-otto-wilde-result-1-766x1024.jpg 766w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/case-study-otto-wilde-result-1-768x1027.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>Product and Communication Improvement Thanks to Customer Feedback:<\/strong><\/p>\n<p>Also useful are the comments from buyers which help to explain the product and how to make it work even better. Just to show how practical customer feedback is, Otto Wilde first heard that some customers didn&#8217;t know exactly how to remove the top from the grill to clean it or use the electric top instead of the gas top, by querying feedback.<\/p>\n<p>Here Otto Wilde was able to improve their instructions and give customers better explanations.<\/p>\n<p><strong>Monitoring Process Adjustments and Innovations:<\/strong><\/p>\n<p>When new processes are introduced, the team takes a particularly close look. For example, Otto Wilde hired a new Customer Care Partner in the USA, and thanks to using NPS, they knew exactly where to tweak their offering. As a result, within a year Otto Wilde was able to improve the customer service NPS from 39 to 65 and thus by 26 points.<\/p>\n<p><strong>Smart Integrations for a Transparent Information Policy:<\/strong><\/p>\n<p>Otto Wilde uses the Slack, Zendesk, and Freshdesk integrations offered by zenloop to inform all employees about the current NPS status quo.<\/p>\n<p>For their planned new office, Otto Wilde also intends to offer a live stream via monitors in order to keep an eye on NPS at all times, as well as further intensifying cooperation with zenloop in the area of retention consulting. This will anchor NPS even more deeply in the Otto Wilde corporate culture.<\/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-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:\t5fr 7fr\">\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 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-1099\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/desktop-1-e1646826239163.png\" alt=\"\" width=\"1000\" height=\"515\" 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: 1000px) 100vw, 1000px\" \/><\/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>Anchoring the NPS as a central measurement value for customer feedback in the own company<\/p>\n","protected":false},"author":2,"featured_media":2271,"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-1720","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 v27.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Using NPS\u00ae for Customer Centering and Transparent Feedback<\/title>\n<meta name=\"description\" content=\"How Otto Wilde Grillers uses the NPS to measure corporate success and thus introduces product and communication improvements with customer feedback.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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