Food & Beverage | Retail
Nespresso Builds a Global Voice of Customer Program with Wonderflow
The inside story of how Nespresso gained the clarity and confidence to turn global customer insight into measurable action across markets.
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Nespresso Builds a Global Voice of Customer Program with Wonderflow
The inside story of how Nespresso gained the clarity and confidence to turn global customer insight into measurable action across markets.
Number of channels Wonderflow analyses for Nespresso including Amazon, Google Maps, and Trustpilot
Number of Nespresso boutiques that Wonderflow covers
Number of countries Nespresso is present in that Wonderflow covers
With hundreds of boutiques across the globe, a strong e-commerce presence, and a growing portfolio of products, Nespresso receives customer feedback everywhere - in stores, online, and after purchase.
The challenge wasn’t a lack of data. It was how to connect the dots.
Customer feedback was fragmented across platforms and markets, making it difficult to:
→ understand global vs. local pain points
→ detect early warning signals before issues escalated
→ compare how the same topics surfaced across different channels
→ and most of all, measure whether initiatives launched by global and local teams were actually improving customer experience
Nespresso needed a way to listen to customers consistently, at scale, and turn feedback into action.
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Nespresso partnered with Wonderflow to build a global Voice of Customer (VoC) program that brings together feedback from boutiques, e-commerce, and post-purchase touchpoints into a single source of truth.
What started as a focused pilot on Google Maps reviews quickly demonstrated its value. Local teams gained clearer visibility into in-store experience drivers, while global stakeholders could finally compare performance across markets in a consistent way.
As adoption grew, the scope expanded:
Today, the VoC program provides comprehensive coverage across:
The program is used by key global teams, including B2C Strategy, Retail & Customer (CRC), and Global Trade eRetail, ensuring insights are shared and acted upon across the organization.
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Thanks to Wonderflow, today customer feedback is not treated as static reporting. Instead, it is embedded into Nespresso’s monthly operating rhythm.
Voice of Customer KPIs are shared with leadership every month, giving management clear visibility into customer experience trends. Key insights are then shared with local markets, enabling teams to act quickly and align on best practices.
The VoC program also allows Nespresso to monitor the impact of strategic initiatives, such as Trustpilot pilots in selected markets, Google Maps optimization activities across countries, organizational changes in customer service operations.
By tracking how customer feedback evolves before and after these initiatives, teams can validate what works and adjust when needed.
Since rolling out the global VoC program, Nespresso has seen meaningful improvements across both insight quality and customer experience execution.
Local teams are more engaged and proactive, using customer feedback to drive improvements in areas such as staff training, store environment, and in-store processes.
As a result, in 2025 Nespresso recorded a significant increase in both the volume of reviews and average ratings, particularly on Google Maps.
Since rolling out the global VoC program, Nespresso has seen meaningful improvements across both insight quality and customer experience execution.
Local teams are more engaged and proactive, using customer feedback to drive improvements in areas such as staff training, store environment, and in-store processes.
As a result, in 2025 Nespresso recorded a significant increase in both the volume of reviews and average ratings, particularly on Google Maps.
Beyond retail, the program has strengthened visibility into product and post-purchase experience, helping teams understand how product quality, usability, warranty, and service interactions shape overall brand perception.Most importantly, customer feedback has become a decision-making tool, not just a reporting exercise.
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