How Clarins uses the NPS to deliver an unforgettable shopping experience to its customers across all channels?

  • +13pts

    NPS Points

  • +242%

    Respondents to questionnaires

  • Improve customer knowledge and customer relations thanks to feedback

  • Harmonise the overall data collection process across the EMEA and AMER
    regions

 
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  • Improve customer knowledge and customer relations thanks to feedback

  • Harmonise the overall data collection process across the EMEA and AMER
    regions

 
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Like many companies, we have high stakes in terms of budget and internal resources. The global team coordinates the project and deploys the pilots to ease the burden on the regions, and above all to ensure real consistency in the questionnaires. In this way, we are able to consolidate our results on a global scale and use the customer feedback in strategic decision-making.

Marie-Sophie SANDANA, International CRM Project Manager