CASE STUDY
KARNDEAN

THE CHALLENGE

Karndean is one of the world’s most renowned flooring companies. They design, manufacture and sell luxury vinyl flooring.

Ability to measure the full customer experience across its 3 different customer groups: End-consumer, Retailer and Contractor is key to business performance. As such Karndean wanted to measure:

The quality of relationships and customer service from Karndean representatives and customer support.

The ease of flooring installations for its customers.

Their customers’ overall happiness with the quality of product and design.

The overall experience of working with Karndean.


THE SOLUTIOn

  • Karndean runs a regular Net Promoter Score (NPS) survey to understand customer advocacy.
  • Twice annually they run a deep-dive survey containing ten key questions.
  • Reports are provided by our team which highlight key insights.
  • More recently the NPS question has been embedded into the invite email eliminating several steps for the respondent and increasing response rates.
  • A tick box regarding GDPR compliance allows Karndean to follow up with individuals regarding their feedback as necessary.

THE RESULTs



  • Validation their current strategy is working which has helped maintain an NPS of above 50.
  • Their ordering system was adapted to improve the purchasing experience.
  • Karndean improved the delivery service following feedback received.
  • They collected detailed feedback regarding their own retail space at their head office in Evesham – validating their initiative to increase their retail presence nationwide.
  • The NPS question being in the invite email resulted in their highest ever number of responses to a customer survey.

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