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- Undefined SOPs and outdated quality monitoring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
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