Case Study

How NS International fully integrated feedback in their decision making

  • NS International realized they could no longer improve the customer experience without the customer herself being involved, so they decided to change their way of working and actively collect feedback

  • The marketing and communications teams bi-weekly discuss all commercial emails that were sent and look at points of improvement
  • NS International eventually decided to fully base their new email templates on given feedback

Preface:

Emails are most successful if they meet the wishes and needs of the people you send them to. NS International tested and optimized their campaigns on a structural basis to get to that level. However, they felt they were missing the key particle to drastically improve the customer experience: feedback from their customers. How did they change this? And how did feedback help them make customer-centric decisions and improve the customer experience?