{"id":633,"date":"2021-03-03T11:55:00","date_gmt":"2021-03-03T11:55:00","guid":{"rendered":"http:\/\/yhs.uyx.mybluehost.me\/en\/?p=633"},"modified":"2025-10-16T14:44:01","modified_gmt":"2025-10-16T14:44:01","slug":"aroundhome-nps-case-study","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/resources\/case-studies\/aroundhome-nps-case-study\/","title":{"rendered":"Aroundhome Increases Customer Lifetime Value by 24% 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>Aroundhome Increases Customer Lifetime Value by 24% 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=\"1110\" height=\"582\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/zenloop-case-study-preview-aroundhome.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/zenloop-case-study-preview-aroundhome.jpg 1110w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/zenloop-case-study-preview-aroundhome-300x157.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/zenloop-case-study-preview-aroundhome-1024x537.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/zenloop-case-study-preview-aroundhome-768x403.jpg 768w\" sizes=\"auto, (max-width: 1110px) 100vw, 1110px\" \/>\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\">NPS as an Indicator of Partner Satisfaction and Booster of Customer Lifetime Value<\/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 \">5,600 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\/ahEN\" 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-1643\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2021\/03\/case-study-aroundhome-intro.jpg\" alt=\"case-study-aroundhome-intro\" width=\"1140\" height=\"672\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-intro.jpg 1140w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-intro-300x177.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-intro-1024x604.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-intro-768x453.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 Aroundhome<\/h3>\n<div class=\"module_text-image--text\">\n<p>As part of the NuCom Group, and thus of ProSiebenSat. 1, Aroundhome is Europe&#8217;s largest and most successful recommendation platform for large projects around the house.<\/p>\n<p>In order to investigate exactly how partner satisfaction and Customer Lifetime Value can be increased, Aroundhome relies on the &#8220;Custom&#8221; solution of the integrated Experience Management platform zenloop. Since 2018, the Berlin-based company has been using email embed to collect NPS feedback at three touchpoints. The analysis is focused primarily on the identification of influencing factors on partner satisfaction, and also on deriving decisive action measures for the service department. The aim is to sustainably improve partner relationships and to increase partner loyalty.<\/p>\n<\/div>\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>Aroundhome has more than 16,000 certified craft enterprises of various trades and sizes among its partners throughout Europe. As different as these business partners are, so are their individual needs. These should be understood and used to tailor a service adapted to their wishes, which makes the ties to these partners closer.<\/p>\n<p>To achieve this and increase Customer Lifetime Value requires a software solution that not only offers an inventory but also comprehensive analysis options in order to derive and take action.<\/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-1644\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2021\/03\/case-study-aroundhome-challenge.jpg\" alt=\"case-study-aroundhome-challenge\" width=\"1140\" height=\"564\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-challenge.jpg 1140w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-challenge-300x148.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-challenge-1024x507.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-challenge-768x380.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;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-3289\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-solution.jpg\" alt=\"case-study-aroundhome-solution\" width=\"1140\" height=\"516\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-solution.jpg 1140w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-solution-300x136.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-solution-1024x463.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-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>Aroundhome uses the NPS query via email embed to evaluate partner satisfaction over time, Customer Lifetime Value, and retention factors. Partner companies are interviewed at the 4-week and 3-month stage of their relationship with Aroundhome. Furthermore, the Berlin-based company analyzes the satisfaction of the partners after each interaction with the service department \u2013 also by means of email embeds.<\/p>\n<p>The zenloop Customer Success Team also supports Aroundhome in its strategic consulting for optimizing and expanding NPS 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-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;With zenloop, we can determine the satisfaction of our partners and the reasons for it. We use this information to continuously improve our product and service.&#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('');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>After classifying the customers according to the NPS logic into the three groups of detractors (dissatisfied customers), passives (neutral customers), and promoters (satisfied customers), Aroundhome was able to use the NPS as a clear retention indicator:<\/p>\n<ul>\n<li>Compared to detractors, Promoters and Passives are more than\u00a0<strong>2.5 times<\/strong>\u00a0more likely to extend their contract after the first four months.<\/li>\n<li>Additionally, they have a\u00a0<strong>24 percent<\/strong>\u00a0higher Customer Lifetime Value.<\/li>\n<\/ul>\n<p>A\u00a0<strong>detailed examination of the reasons<\/strong>\u00a0showed that Promoters are much more likely to rely on the support of the service department and the flexible contract offers of Aroundhome. This\u00a0<strong>has a positive effect on the duration of the contract<\/strong>\u00a0as well as on the\u00a0<strong>satisfaction of the partners<\/strong>\u00a0in general.<\/p>\n<p>In order to drive change and further increase the effect, during both partner onboarding and when in contact with the service department, the flexible contractual conditions and other services offered are pointed out. This influences customer retention in a positive sense and enables further growth for Aroundhome.<\/p>\n<p>In the future, Aroundhome will work intensively with zenloop on the effectiveness of the processes that have been changed and will create further measures to increase customer loyalty and satisfaction.<\/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-1650\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2021\/03\/case-study-aroundhome-ergebnis.jpg\" alt=\"case-study-aroundhome-ergebnis\" width=\"1140\" height=\"1224\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-ergebnis.jpg 1140w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-ergebnis-279x300.jpg 279w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-ergebnis-954x1024.jpg 954w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2021\/03\/case-study-aroundhome-ergebnis-768x825.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-top\" 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:\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 wp-image-1005 size-full\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/person-e1647514178641.jpeg\" alt=\"person\" width=\"940\" height=\"763\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/person-e1647514178641.jpeg 940w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/person-e1647514178641-300x244.jpeg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/person-e1647514178641-768x623.jpeg 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>Increase partner satisfaction and customer lifetime value with the Net Promoter Score<\/p>\n","protected":false},"author":2,"featured_media":9209,"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-633","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>Aroundhome Relies NPS\u00ae to Increase Turnover | Case Study<\/title>\n<meta name=\"description\" content=\"How the Net Promoter Score serves as an Indicator of Partner Satisfaction and Booster of Customer Lifetime Value in B2B for Aroundhome.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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