Apart from providing strategic guidance for innovation, Chattermill plays a substantial role in how HelloFresh analyzes, understands, and improves customer retention.
Using a data-driven approach, HelloFresh discovered a clear link between NPS score, sentiment, and retention and determined that each NPS point is worth a specific amount in revenue.
"The way we combine Chattermill insights with our sales data allows us to easily link NPS responses to our customer base and tie feedback to retention metrics," says Steve Crolic. "When we look at aggregated response data, it’s evident that higher scores and higher retention go hand-in-hand, so understanding these CX score drivers is imperative," he adds.
As a result, the team can estimate the cost of alleviating a CX pain point, evaluate the financial impact of improving the sentiment around a particular theme, and provide strategic guidance to reduce churn and improve retention.
Over the last year, HelloFresh has grown significantly in both Customer Lifetime value and across broader business metrics in the US. The Average Order Value (AOV) increased by 30% and the average number of orders per customer grew by 4%. Globally, their revenue multiplied by 5 times, and in the US, it has multiplied by 6 times over the last five years.