For over 120 years, Miele has manufactured premium home appliances that deliver superior performance and durability. The family-owned German manufacturer's commitment to exceptional quality, longevity, and sustainability has made it a trusted name worldwide.
The Story At a Glance
As Miele evolved its global direct-to-consumer business, they set out to create a verified reviews program that matched their premium standards and could support their growth across multiple international markets.
Miele partnered with Yotpo for two critical needs: automated review collection to gather verified buyer feedback and human moderation services to efficiently manage incoming feedback at scale without overwhelming their customer service teams.
Miele built a robust library of global reviews. Shoppers who interact with reviews have a 29% higher PDP-to-purchase rate and a 34% higher average order value. Yotpo's automated moderation functionality reduced customer service workload, allowing teams to focus on higher-priority customer interactions.
Lorenzo De Paolis
eCommerce Business Performance Manager
Strategy
Miele used Yotpo to send targeted review request emails exclusively to verified buyers from their website. Through testing, they found sending requests 21 days after dispatch was most effective, allowing time for delivery, installation, and use while the purchase remained fresh.
Result
Since launching, Miele has collected 45,000 reviews onsite. The impact of this is clear: Shoppers who read reviews on a product display page are 29% more likely to make a purchase, and their average order value is 34% higher than those who don’t engage with reviews.
Strategy
With customer service teams handling high volumes across multiple markets, Miele needed efficient review moderation. Yotpo's human moderation service automatically publishes or rejects submissions based on guidelines, escalating only those sensitive or critical to Miele's teams.
Result
Yotpo's moderation service handles 90% of Miele's reviews automatically, significantly reducing customer service workload across all markets. This allows CS teams to focus their time and expertise on addressing critical customer issues rather than routine review moderation tasks.
Lorenzo De Paolis
eCommerce Business Performance Manager
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Laura Doonin, Commercial Director
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