The Challenge:

After unsuccessful attempts to implement a number of CX tools, Kathmandu tried to establish email and text feedback mechanisms for their customers, but were unhappy with response rates of less than 5%. Lacking both in volume and insights, the brand was struggling to assess if staff were upholding key service standards and ultimately to make decisive decisions on enhancing the customer experience.


Industry: Outdoors/Adventure

Region: Australia, New Zealand and UK

Company Size: 2,000 Employees