When comfort became a complaint
For a leading innerwear and lifestyle brand in APAC, success was sewn into every stitch until the seams started to show. Consumers began voicing discomfort about fit and fabric. Ratings dropped. Loyalty wavered. And soon, declining customer satisfaction became too loud to ignore. Their feedback loops were outdated, product tweaks were guesswork, and innovation lacked direction. Without direction, product refinement was mostly reactive. It was a signal that the brand needed to rethink how it listened.
A fit-first mindset, backed by insight
Declining customer satisfaction doesn’t start overnight, and neither does the solution. That’s why Netscribes helped the brand dive deeper into lived experiences. Through over 800 in-depth interviews across key markets, real-time fabric and fit evaluations, and predictive analytics, we uncovered what was and what could be. Product refinement was powered by what customers truly felt, not just what they said.
AI-assisted analysis gave clarity. Fit issues, misunderstood preferences, and missed material choices became visible. With data stitched into design, comfort became measurable.
When design listens, satisfaction returns
The analysis showed exactly where things were falling short: elasticity issues, heat retention, and discomfort during motion. Standard metrics hadn’t caught these hidden drivers behind the declining customer satisfaction.
Armed with this clarity, the brand didn’t just tweak. It transformed. The brand could anticipate needs, adjust designs, and track perception. New materials were tested, cuts were adjusted, and future designs were tailored to specific market preferences. Product refinement became continuous, not just campaign-driven.
The comeback, quantified
Within months of implementing the insights:
- Customer satisfaction scores climbed steadily across key APAC markets
- Retention improved through comfort-focused personalization
- Sales of updated designs outpaced expectations
- The brand’s market image shifted back to being quality-first and innovation-forward
Learn how smart product refinement can turn declining customer satisfaction into a design advantage.
Customers won’t wait
In fast-moving lifestyle categories, declining customer satisfaction spreads fast, and recovery takes precision.
Netscribes helped this brand turn emotion into evidence, feedback into features, and guesswork into growth. It wasn’t just about salvaging sales. It was about setting up a smarter path to continuous product refinement.
Netscribes’ AI-powered research uncovers truths. From discomfort drivers to loyalty risks, we help brands build back better with human-centered, insight-led product refinement.
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