CUSTOMER STORY · RETAIL
How Doğanlar Mobilya lifted NPS by 34 points across five furniture brands
The furniture group behind Doğtaş, Kelebek, Kelebek Mutfak, Lova and Ruum Store. Founded in 1972.
WHAT CHANGED
NPS points · overall
NPS points · sales
NPS points · after-sales
NPS points · delivery
Over 24 months
Programme in numbers: 125K responses · 3,000 critical alerts · 2,000 automated reports
THE NEED
Five brands, many touchpoints and a manual, costly way of collecting and reporting feedback. The team wanted to see where customers struggled — in every brand, at every step — and automate the work end to end.
WHAT WE BUILT TOGETHER
- A journey map with touchpoints from quote and contract to assembly and service
- NPS, CSAT and CES at every touchpoint
- Surveys triggered automatically through the API after each transaction
- Daily automated reports to the team that owns each touchpoint
- Open-ended comments analysed to find unmet needs
Our actions in response to the insights gained from these studies provided tangible benefits to both profitability and customer loyalty.
ON CLOUD4FEED TODAY
What a programme like this looks like today.
The modules below show today's platform. They are not part of Doğanlar Mobilya's reported results.
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