Many retailers rely heavily on NPS surveys to keep track of customer sentiment. Traditional NPS ratings, however, only provide surface-level sentiment scores without revealing the underlying reasons for customer satisfaction or dissatisfaction. This was proving problematic for one leading retailer of sleep products, who also manufactures its own products, in the US.
Known for its dedication to customer satisfaction, the major brand has served millions of customers through its nationwide network of stores and online channels. Over that time it had always relied on NPS surveys to measure customer sentiment. However, when it decided to be more proactive towards improving its customer experience, it quickly realized the limitations of NPS.
The Challenge: NPS Does Not Deliver Insights to Resolve CX Issues
While NPS was an invaluable metric for giving a snap shot of customer satisfaction, it did not reveal why the brand’s scores were fluctuating. This leading sleep retailer needed to pinpoint the exact issues negatively impacting NPS so it could quickly address these “drags” on its score.
The fundamental challenge was clear: knowing your NPS score is not the same as understanding why it changes.
The Solution: Decoding Actionable Intelligence from NPS in Real-Time
To solve this challenge, in March 2024 the retailer implemented Tagado’s complete CX intelligence solution, which utilizes a unique blend of industry-leading LLMs and proprietary NLP models, custom trained for the brand’s unique needs.
Tagado’s platform provided it with a powerful tool for the in-depth exploration and root-cause analysis of its NPS customer satisfaction metrics. This allowed it to:
- Pinpoint the exact the reasons behind decreases in its NPS
- Empower its CX teams to move from trend tracking to taking strategic action
- Vastly improve time-to-action by using real-time CX feedback insights
“The onboarding process was pretty much plug and play, and low-lift on our side,” shared the brand’s Director of Customer Experience Operations. Thanks to the fast and seamless implementation of Tagado, the retailer immediately started addressing issues that negatively impacted its NPS scores using the insights Tagado surfaced from customer feedback.
The Result: Identifying and Resolving Negative CX Issues Impacting NPS
Soon after implementing Tagado, the sleep retailer quickly gained clarity into three CX issues that otherwise would have gone unnoticed, which were causing a one-point drag on its NPS rating.
Key Insight #1: Cleanliness in the Home is Crucial
A subtle yet significant factor emerged in delivery experience. Customers were deeply concerned about how delivery teams impacted the cleanliness of their homes. The specific feedback suggested that delivery representatives should wear shoe coverings or remove their shoes during deliveries.
Impact: A 0.27 point reduction in NPS scores
Key Insight #2: Branded Vans and Uniforms Matter
Surprisingly, customers placed significant importance on company branding. They wanted delivery trucks and uniforms to feature clear, recognizable logos — a seemingly minor detail that nonetheless significantly influenced perception.
Impact: A 0.1 point NPS reduction
Key Insight #3: Customers Prefer a Remote over a Smartphone App
Perhaps most unexpected was customers’ preference for a physical remote control over a smartphone app. Despite the prevalence of digital solutions, customers found the traditional remote easier to use and more intuitive.
Impact: A 0.48 point NPS reduction
Continuous Improvement: Utilizing NPS Insights using NLP and Gen AI
The sleep brand now uses Tagado to continuously reveal insights and then proactively takes action to improve its NPS rating.
When its customer service team noticed a dip in call quality at a newly added call center, Tagado quickly traced the issue to defective staff headsets. By pinpointing the problem in real time, the brand was able to solve it quickly, restoring the quality of customer interactions.
“If there is feedback we can get today, we want to use it to make improvements for tomorrow,” says its Director, Customer Experience Operations. “Tagado helps us achieve this by delivering real-time insights our internal teams did not have prior to Tagado. This has transformed our ability to act quickly when the platform notifies us of an aspect of customer experience negatively impacting our NPS.”
With Tagado’s support, the retail brand is now turning NPS insights into meaningful improvements across the company. The product team is currently using the platform to gather customer feedback on a more affordable product option and a new delivery option in select regions.
Tagado has enabled this leading sleep retail brand to move beyond simple NPS tracking. It now receives real-time alerts with actionable insights that allows it to fine-tune customer sentiment where it matters. With a platform that empowers swift action, they’re not just keeping up with customer expectations — they’re exceeding them.
Want to learn how Tagado can help your brand turn customer feedback into strategic advantage? Book a demo today and see the difference real-time insights can make.
