Case Study

Case Study: Boosting NPS for a Soon-to-be Unicorn Online Furniture Marketplace

A leading online furniture marketplace, rapidly approaching unicorn status, faced a critical challenge: its Net Promoter Score (NPS) was steadily declining, threatening customer loyalty and brand equity.

Situation

A leading online furniture marketplace, on the verge of unicorn status, was facing a steady decline in its Net Promoter Score (NPS).

The root causes were clear in the data and customer feedback:

Missed SLAs and slow turnaround times (TAT)
High customer escalations and unresolved queries
Scattered, geo-dependent processes with legacy systems
Undefined SOPs and outdated quality monitoring
High attrition eroding service consistency
Brand perception is taking a hit in an increasingly competitive market

Without decisive action, the risk to customer loyalty and ultimately to growth was significant.

Task

Excellential was brought in to:

Identify why NPS was dropping and map the complete customer experience journey.
Re-engineer processes for speed, ownership, and consistency.
Build capability across leadership and frontline teams to deliver exceptional service.
Implement technology and dashboard upgrades for real-time, data-driven decision-making.

Action

We designed and executed a multi-layered transformation:

Diagnosis & Mapping

Analysed NPS data and Voice of Customer (VOC) feedback.
Conducted process audits, journey mapping, and technology assessment.
Visited vendor operations and engaged in team surveys, focus groups, and root-cause brainstorming.

Capability Building & Process Redesign

Ran an Assessment Centre for 300 employees to identify skill and process gaps.
Created targeted learning interventions for 250+ employees.
Developed clear, accessible SOPs (“Back to Basics” documents).
Defined new KPIs, roles, and responsibilities.
Established a Centre of Excellence (COE) model for sustainable improvement.

Technology & Quality Enhancements

Automated transactional processes and moved to a paperless workflow.
Designed a near-real-time NPS and quality dashboard.
Introduced random audits and weekly NPS contributor analysis.
Upgraded technology systems for smoother, faster service delivery.

Result

The impact was rapid and measurable:

NPS and customer satisfaction scores increased significantly within months.
Faster TAT and SLA adherence became the norm.
Clear ownership and accountability at every level.
Cost efficiencies improved ROI.
Stronger brand image, enabling market expansion, unique customer acquisition, and enhanced customer satisfaction.
Cross-functional collaboration became seamless.

Key Insight

For fast-scaling digital businesses, NPS is more than a metric, it’s a growth lever. By combining process re-engineering, skill development, and technology adoption, we helped the client not just fix a score, but future-proof their customer loyalty.

Is a declining NPS putting your hard-earned growth at risk?

For scaling companies, customer loyalty isn’t just a metric—it’s your most valuable asset. Let us help you transform your customer experience into a powerful engine for sustainable growth.

Ready to future-proof your loyalty and boost your valuation? Contact Our Experts Today: support@excellential.com