Results Story: Multinational NPS Rollout for leading Retail Group
Customer: Multinational Retail Group
Starting Point & Challenge
Client aimed to strengthen its customer-centricity and agility in frontline operations to meet ambitious business targets.
The company faced challenges with its existing customer experience program, including:
Lengthy surveys with NPS positioned late leading to potential response bias.
Lack of competitive benchmarking and direct customer interaction.
Inconsistent follow-up processes and infrequent performance review cycles.
Cultural and operational differences across 20+ countries hindering standardization.
Strategic and operational support in the definition, planning, and implementation of NPS measurement and routines across global operations in a multi-phase approach:
Top-Down NPS Implementation
Defined measurement approach across key markets.
Developed standard reporting outputs, including competitive benchmarks and root-cause analysis frameworks.
Incorporated NPS as a key metric for internal and external communications, including investor relations and management incentives.
Rolled out Top-Down NPS pilots in five countries, providing initial insights into market performance.
Bottom-Up NPS Implementation
Designed prototypes for key customer episodes in-store and out-of-store delivery across selected countries.
Defined local NPS processes, including survey design, feedback loops, and reporting structures.
Trained local teams and established NPS champions to drive adoption and sustainability.
Integrated NPS routines into existing operational problem-solving practices.
Scaling & Enablement
Provided direct support to eight countries while enabling the internal team to scale the program globally.
Created a structured rollout plan covering 20+ countries and 500+ stores and delivery operations.
Developed an IT solution to support NPS implementation across geographies.
Facilitated cultural change through leadership engagement and employee empowerment programs.
Results Achieved
Top-Down NPS
Successfully launched NPS programs in five pilot countries, uncovering key insights.
Initiated further rollout across additional markets.
Bottom-Up NPS
Deployed in 30+ stores across three countries, trained 1,000+ employees across HQ and store networks.
Collected thousands of customer feedbacks in first three month after launch with NPS scores ranging from 30-50%.
Conducted hundreds of customer callbacks to close the feedback loop.
Identified key improvement areas, such as optimizing delivery interactions and refining service processes during peak hours.
Cultural Transformation
Mobilized 1,000+ employees, embedding customer-centric behaviors across the organization.
Established NPS as a leading KPI for customer loyalty, influencing strategic decision-making.
Developed rollout plans for further expansion, ensuring the sustainability of improvements.
Established employee NPS alongside customer NPS for employee feedbacks.
