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Revolutionizing Customer Engagement and Feedback: How Nescafé Achieved Success with Storyly

Dilayda Soylu
March 8, 2024
0 min read



Nescafé is a beloved brand in Turkey, owned by Nestlé, which believes in the power of food to improve lives now and in the future. Nescafé aims to be a companion to the younger generation, helping them to unlock the full potential of food and its benefits. They achieve this by using the NE'APP, which allows them to reach and engage with young people and become their e-buddy.

Challenge 1: Increasing User Engagement for Nescafé's Loyalty App - NE'APP

Nescafé recognizes that in order to achieve its mission of providing benefits to its customers, it is important to keep its users engaged with its loyalty app, NE'APP, particularly the younger generation. The challenge for the brand is to develop a strategy that can lead to a continuous cycle of engagement with the app, which can ultimately lead to increased customer loyalty and satisfaction. This requires a deep understanding of the target audience, their preferences and needs

Challenge 2: Finding a quick and easy way to gather consumer insights 

Nescafé places great importance on learning directly from their users, which is why gathering zero-party data is crucial for them. However, reaching thousands of users through traditional methods such as focus groups can be time-consuming, effortful and costly. Therefore, they require a platform that allows them to directly connect with their users and obtain the data they need.

And they found Storyly…

Solution 1: Nescafé Boosts User Engagement and Retention with Gamification Activities Using Storyly

Nescafé understands the importance of keeping up with the latest trends and knows that gamification is crucial for loyalty apps. Therefore, they incorporate various gamification activities throughout the NE'APP to increase engagement and retention. For instance, on World Coffee Day, Nescafé 3in1 conducted a raffle using Storyly, which generated high participation. They also collaborated with the Nescafe Xpress team to create an interactive game called 'Guess the Flavor’ by asking them to identify a particular taste, and the responses exceeded 190K, thanks to Storyly's engaging and interactive capabilities.

Solution 2: Revolutionizing Customer Feedback with Storyly

In NE'APP, the Nescafé team has implemented a solution to gather customer opinions and feedback by using Storyly. With this constant feedback channel, they are able to review their data and turn it into actionable insights to create better and more relevant campaigns for their customers. This approach has helped them improve their communication with customers and provided a way to double-check their data.


By implementing Storyly, Nescafé has been able to effectively address its challenges and achieve its goals. Storyly's gamification capabilities have successfully boosted user engagement. With an engagement rate of 50%, NE'APP Stories have seen a response rate of 92%.

Storyly has changed the way Nescafé collects customer feedback, giving them direct access to users and helping them turn data into insights with 924k responses to interactives. As a result, Nescafé has been able to create better and more relevant campaigns for its customers, leading to increased customer loyalty and satisfaction. Overall, Storyly has proven to be an effective platform for Nescafé in achieving its mission of enhancing the quality of life for everyone through the power of food.


Dilayda Soylu

Product Marketing Manager at Storyly, covering launches, managing products and always excited about new tech solutions. Knows/ writes about customer insights and new features. A hopeless dreamer, loves zen thinking and being in nature at the first opportunity.