How Koçtaş Drove a 60% NPS Improvement Across Its Omnichannel Customer Journey
Koçtaş, Türkiye's leading home improvement retailer, partnered with Alterna CX to replace manual, delayed feedback collection with a real-time NPS program across its stores and digital channels. The program went live in under a month, AI-powered text analytics surfaced root causes almost in real time, and NPS improved by 60% within nine months.
Full Case Study
See How Koçtaş Made Customer Experience Everyone's Job
From Manual Surveys to a Real-Time, Omnichannel NPS Program
About
Koçtaş is Türkiye's leading home improvement retailer, serving customers in stores and online and processing more than 10 million transactions a year.
The Challenge
Koçtaş collected feedback manually, about a month after purchase and from a small sample. Reading open-ended comments took the team a great deal of time, so frontline teams could not act while it still mattered. Watch the Koçtaş video →
Before implementing an action, we can predict how it will impact NPS. Our stores can clearly identify the areas they need to improve and take the right actions to achieve their targets.
Ünsal Matkap | Head of Customer Experience, Koçtaş