After integrating with THG, Dermstore saw remarkable improvements in fulfillment performance and customer sentiment.

The challenges

Before joining THG, Dermstore was facing:

• High customer contact rates averaging 24%.
• Poor public perception reflected in a 1.8-star Trustpilot rating with limited review volume.
• Low agent efficiency and high cost per contact.

This created a negative feedback loop of poor experience, low retention, and reputational risk.

The solutions

THG introduced a full-funnel fulfillment and CX strategy:

• Reworked customer communications and delivery transparency to reduce unnecessary contact.
• Upgraded contact center processes, increasing agent efficiency by 200%.
• Slashed cost per contact by ~150% through automation and workforce optimization.
• Launched structured review campaigns to increase Trustpilot 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, fueling both loyalty and growth.