NRF Nexus Presentation July 2022 Dan Brady, Customer Success Manager, Pura Vida Andrea Paul Salerno, Director of Content and Research, Kustomer

1. Connecting Through
Conversations

2. 90% of consumers would not shop with a
retailer again if they provided bad
customer service
* Kustomer consumer survey

5. Top 10 Support Drivers

6. 87%
Customer Satisfaction
78
Delighted NPS
Monthly Average Rating of 8,649 Ratings
Difference (previous vs.
current):
Monthly Average: +2 (+963)
Promoters: +972 (+2%)
Passives: -46 (-1%)
Detractors: -37 (-1%)
Monthly Average Rating of 3,902 Ratings
Difference (previous vs.
current):
Monthly Average: +2% (-311 ratings)
Good Ratings: +230
Bad Ratings: -44
Surveys Sent: -15,224
Response Rate: +8%
Good Ratings: 3,405
Bad Ratings: 497
Surveys Sent: 22,136
Response Rate: 18%
Promoters: 7,455
(86%)
Passives: 496 (6%)
Detractors: 698 (8%)