Cosmossport identified the factors that caused the 70% of the negative reviews and affect Net Promote Score, based on the after-sales customer reviews of the past 12 months, collected with the use of e-satisfaction.com.
Praktiker is able to make better decisions based on the real voice and real needs of its customers! The custom questions feature of e-satisfaction helped Praktiker to better understand its customers and respond accordingly to their requests and feedback after collecting more than 40.000 answers.
"By demonstrating an anthropocentric attitude and by giving our customers the feeling that we are always by their side, customer experience was enhanced in respect to the purchasing process and an increase in our loyal customers and in repeated purchases has been achieved"
e-satisfaction strengthened the positive results of spitishop’s Facebook contest and is constantly providing great insights towards the creation of targeted marketing campaigns, as customer’s feedback is a milestone for the e-Business and its upward course. The campaign created 20.000 shares and 105.325 new fans on Facebook!