Real-World Case Studies and Customer Success Stories with Feedbackly

Kekäle used Feedbackly to measure customer experience in both online and physical stores. They wanted to understand how emotions impact... buying decisions and business growth. With Feedbackly’s Emotional Value Index (EVI®), they tracked customer feelings at key touchpoints. They found that joy or trust increased purchase likelihood by 40% compared to irritation or sadness. The new insights helped Kekäle align their customer experience strategy with business outcomes and improve customer retention.
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Feedbackly helped Peten Koiratarvike collect and analyze customer feedback across web and in-store channels. The company faced challenges in understanding... real customer opinions and needed a unified solution. With Feedbackly, they measured satisfaction, NPS, and usability, and used real-time insights to improve marketing and store operations. They collected up to 7% more responses each year and saw annual eCommerce revenue growth of 30–40%. Customer experience data now guides key business decisions.
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Feedbackly helped Jumbo shopping mall use brand-aligned, upbeat music to improve customer experience. The study found that when music matched... the mall's brand, customer experience ratings were higher. 41.3% of shoppers spent more than planned when listening to the new playlist. The playlist featured energetic pop music from Finnish and international artists. The results showed that music selection can increase spending and satisfaction, especially among women under 39 and families.
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Feedbackly helps XXL, a leading Nordic sports retailer, collect customer feedback both online and in stores. XXL uses Feedbackly to... find blind spots in the customer journey and gather thousands of feedback responses daily. The solution improves marketing focus, store operations, and online experience. XXL also collects thousands of new marketing leads through surveys. The company plans to expand Feedbackly to more stores and countries.
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Feedbackly helped Jumbo shopping mall improve customer experience with brand-aligned music. The study used Feedbackly's emotional analytics to collect over... 15,000 responses. Upbeat playlists that matched the mall's brand led to higher customer experience ratings. 41.3% of shoppers spent more than planned when listening to these playlists. The results show that music tailored to a brand can boost both satisfaction and spending.
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Feedbackly helped Stockmann measure customer emotions using the Emotional Value Index (EVI®). Stockmann faced challenges with traditional KPIs and lacked... tools to understand emotional drivers of customer behavior. With Feedbackly, they now track emotions at every stage of the customer journey, from online pre-purchase to delivery. Employees use real-time dashboards to see their impact on customer experience. As a result, Stockmann increased web store conversions and improved delivery partnerships based on emotional feedback.
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Feedbackly helped Chedraui spot problems in their checkout process fast. The company struggled to get real-time feedback on online services... and track customer journeys. With Feedbackly, Chedraui now measures every customer experience and reacts quickly to issues. They monitor each step of the eCommerce journey and make changes in real time. This lets them improve customer experience across all touchpoints.
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Feedbackly helped GNP Seguros boost customer feedback response rates to 12% in just 24 hours. Before using Feedbackly, GNP struggled... with low response rates and outdated feedback. The multichannel survey solution let GNP collect real-time feedback across many touchpoints. Managers now use this data to improve customer service and make better decisions. Employee confidence in feedback has grown, leading to more accurate process updates.
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Feedbackly helped IVALO. COM improve customer experience on their sustainable fashion marketplace. They used popup and embedded surveys to collect...feedback at every stage of the online shopping journey. In just six months, Net Promoter Score rose by 41% and Customer Effort Score increased by 16%. Revenue grew by 28% month-to-month, and customer retention jumped from 8% to 18%. Fast feedback and actionable insights led to better product selection and a smoother purchase process.
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Feedbackly helped Banregio set and monitor new KPIs for each branch. Before Feedbackly, Banregio struggled to collect enough customer feedback... and could not track results. With Feedbackly’s multichannel surveys, Banregio increased response rates to 12%. The bank now gathers real-time data from branches, SMS, and email. This data lets Banregio improve service and customer attention at every branch.
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Feedbackly Terminals are installed in all Helsinki city museums. The city collects up to 1,400 survey responses per week in... multiple languages. Surveys capture feedback on the overall museum experience and specific facility areas. Results are analyzed weekly and shared with museum teams. KPIs like NPS and CSAT help track and improve visitor satisfaction.
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