Chilean retailer redesigns its e-commerce experience and improves its NPS substantially

A leading Chilean retail company transformed its digital channel, significantly improving its Net Promoter Score (NPS), thanks to an in-depth comparative analysis of its customers' journey.

In the context of rapid growth in e-commerce and high consumer expectations, the company found that its NPS in digital channels was consistently below the industry average. The internal team faced a critical challenge: it did not have sufficient visibility into the friction points along the customer journey, making it hard to design effective solutions. Closing that gap became strategic to maintaining the competitiveness of the online channel and ensuring its future relevance in the company's value proposition.

At SummaPartners, we worked closely with the client's teams to design a comprehensive benchmark of the e-commerce customer experience, combining quantitative and qualitative analysis. We applied a mystery shopper methodology structured around eight stages of the digital journey:

We simulated more than 400 actual purchases on the client's site and those of its main competitors, measuring response times, service quality, and overall experience. This external perspective allows us to identify gaps that were not visible from within the organization.

With these findings, we worked with the client to design a comprehensive experience improvement program that prioritized high-impact actions for the business and customer perception, evaluated their alignment with the digital channel's strategic objectives, and defined a clear, short- and medium-term implementation roadmap.

Thanks to this intervention, the company was able to improve its NPS, close critical gaps with its competitors, significantly increase the competitiveness of its digital channel, and align its proposition with customer expectations. In addition, it installed internal capabilities to manage the e-commerce experience more strategically, focusing on data and real users.

This initiative became a milestone in digital transformation, positioning e-commerce as a competitive, modern, and customer-centric channel.

Do you want to improve your customer experience and transform your digital channels with real impact? Let's talk.