Koovs scores strongly for customer experience

By

Sandra Halliday

Published
Jun 28, 2018

London-listed fast fashion e-tailer Koovs is scoring big on customer satisfaction in the Indian market with the firm having just said that it achieved the highest NPS (Net Promoter Score) in a key study.

It came top for the third consecutive quarter in the Online-only Retailers category monitored by independent industry research company Redseer Consulting.

Figures for Q1 show Koovs with an NPS of 61%, 16 points ahead of its nearest rival and performing top in all six customer categories of Price, Product Variety, Product Quality, Ease of Navigation, Delivery and Post Delivery Experience. 

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The report said: “Koovs has been rated better than all other portals across all six customer experience parameters with product range and product quality most likely aspects with customers perceiving the Koovs brand as trendy and refreshing.”

The company has been struggling to deliver profits in recent periods with its shares suffering as it very publicly goes through a process of raising more cash to support its ongoing operations.

But having recently announced funding deals and unveiling key product collaborations, it remains the best known western fashion brand targeting 20-somethings in India.

It also leads its peers in social media engagement with 2.4 million followers and up to 80% engagement during targeted social media campaigns.