Royal Canin® Individualis™ is a personalized pet nutrition service by Royal Canin®. It allows veterinarians to create customized pet food based on the unique needs of dogs and cats. Veterinarians use an online tool to collaborate with pet owners, diagnose the animal's health profile, and recommend a bespoke pet food formula by Royal Canin to enhance overall health.
Before using Told, the Royal Canin® Individualis™ team faced challenges collecting timely and actionable customer feedback. Their existing tools didn’t allow for fast iteration or seamless deployment across digital touchpoints. They needed a solution that would help them stay aligned with customer expectations, improve their product experience, and quickly identify areas for improvement.
The implementation of Told on the Royal Canin® Individualis™ platform generated valuable insights. Veterinarians were highly satisfied, with a Net Promoter Score (NPS) above 75. Told also identified areas for UX improvement in the diagnostic feature. With these insights, the Royal Canin® Individualis™ team maintained satisfaction levels and created a roadmap for future development, prioritizing improvements that enhance user experience and conversion rates.
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