case   /   specialty retailer

American specialty retailer of women’s casual apparel and accessories. Its clothes are designed to appeal to people who desire, wish, or feel to be 21.

challenge

Retailers’ first hand analysis of customer feedback concluded that customers were mostly concerned with product quality. Based on that senior management decided to up product quality by increasing cost & sale prices by 10%. This didn’t yield any results in financial performance of the assortment.

results

Overall NPS improved dramatically from negative 20 to positive 60, increasing sales value as a result. Ability to run AI on any text-based feedback creates huge value for data-driven decisions, providing clear improvement in financial results