Case study · E-commerce

How TechGear raised customer lifetime value by 40%

An online store used NPSpack to fix its post-purchase experience and turn one-time buyers into repeat customers.

E-commerce Tech products $2M annual revenue

Results

E-commerce success metrics

One packaging change, three numbers that moved.

Lifetime value increase 40% Average $180 to $252

NPS score 58 Above the e-commerce average

Repeat purchase 25% From 15% to 40% repeat rate

The e-commerce challenge

Before NPSpack

Repeat purchase rate stuck at 15%
Post-purchase satisfaction unknown
High customer acquisition costs
Almost no customer insight
Customer service always reacting

After NPSpack

40% repeat purchase rate
Satisfaction tracked after every delivery
40% higher customer lifetime value
Written feedback on every order
The experience fixed before customers complain

Walkthrough

See how it works

Coming soon Case study video · 2 min

NPSpack showed us that customers loved our products and hated our packaging. We switched to eco-friendly boxes, NPS went to 58 and repeat purchases rose 25%.

Jennifer Walsh Founder, TechGear

Playbook

The e-commerce playbook

Three moves, in the order they made them.

1

Post-purchase timing

Triggered the survey 7 days after delivery, once customers had actually used the product. The scores came back honest.

2

Experience optimisation

Feedback pointed at the packaging. Switching to sustainable boxes improved the unboxing and the score moved the same week.

3

Loyalty programme

Promoter feedback shaped a referral programme. The customers scoring 9–10 became the store's cheapest growth channel.

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