After integrating with THG, Dermstore experienced significant improvements in  fulfillment performance and customer sentiment. 

The Challenges

Before joining THG, Dermstore faced several critical issues: 

• High customer contact rates, averaging 24%. 
• Poor public perception, reflected in a 1.8-star Trustpilot rating with limited review volume. 
• Inefficient contact center operations, with low agent productivity and high cost per contact. 

Together, these challenges created a negative feedback loop, leading to poor customer experience, low retention, and reputational risk. 

The Solutions

THG introduced a full-funnel fulfillment and CX strategy:

• Revamped customer communication and enhanced delivery transparency to proactively reduce unnecessary contacts.
• Streamlined contact center operations, improving agent efficiency by 200%.
• Reduced cost per contact by ~150% through automation and workforce optimization.
• Launched structured review campaigns to boost Trustpilot review volume and sentiment. 

The Results

• Contact rate reduced from 24% to 17%, improving efficiency and customer trust. 
• Trustpilot rating increased from 1.8 to 4.2 stars with over 42,000 reviews. 
• Agent performance doubled, driving service consistency. 
• Cost per contact halved, creating scalable service economics. 

Dermstore’s customer experience now reflects the premium standard of its product offering, strengthening brand loyalty and fueling growth.