Customers Love Koovs

Koovs plc

Customers Love Koovs

Industry benchmark puts Koovs first on customer experience for three consecutive quarters

London, New Delhi: Koovs has achieved the highest NPS (Net Promoter Score) in its category of Online only Retailers as monitored by independent industry research company Redseer Consulting for the third consecutive quarter.

Figures for Q1 2018 show Koovs with an NPS of 61%, 16 points ahead of its nearest rival and performing top in all six customer categories of Price, Product Variety, Product Quality, Ease of Navigation, Delivery and Post Delivery Experience. The Redseer Report states: "Koovs has been rated better than all other portals across all six customer experience parameters with product range and product quality most likely aspects with customers perceiving the Koovs brand as trendy and refreshing. "

Koovs is the leading western fashion brand for stylish, aspirational 20-somethings in India and leads its peers in social media engagement with 2.4 million followers and up to 80% engagement during targeted social media campaigns. Koovs was also named as the No.1 for 'Best Customer Experience' among online-only retailers in India by global research company Forrester ahead of Amazon and Flipkart in November 2017.

Mary Turner, CEO of Koovs said: "Design, fashion and customer experience are what sets Koovs apart. Our customers love the product variety, choice and inspiring lifestyle content we offer, and this is born out in our consistently high customer satisfaction scores across multiple parameters."

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About Koovs

Koovs achievements since IPO in 2014

Koovs sells affordable western fashion in India online. In the four years since its IPO in London, the Company has succeeded in establishing:

Significant and growing social media following and customer engagement

o 2.4 million followers including 1.9 million on Facebook and 500,000 on Instagram

A leading brand that is fashion-forward and affordable

o Recent RedSeer survey showed that Koovs continues to outperform other platforms on product variety and quality

 A technology platform delivering seamless customer experience

o In FY17 Koovs implemented the latest modular microservices architecture to deliver scalable performance, rapid technology development and innovation

Koovs' own label and designer collaborations already leading fashion trends in India

o 40% of FY17 sales were Koovs Private Label, with Koovs featuring over 10 exclusive collections with famous Global and Local designer including Manish Arora, Hattie Stewart, Gauri & Nainika and Henry Holland

Highly experienced Management team

o Over 125 years' combined retail and technology experience

First class logistics and lead times

o Average 'order to delivery' time in January 2018 was 3.5 days compared to average of over 4 days amongst India e-tailers

Industry-leading customer care metrics

o Forrester survey ranked Koovs No.1 for "Best Customer Experience" among online-only retailers in India and RedSeer awarded Koovs the highest Net Promoter Score amongst peers

o Over £70 million invested in Koovs to date establishing itself as leading affordable fashion brand in India