Net-a-Porter CEO Implemented Customer Feedback Strategy
CEO Heather Kaminetsky launched initiatives to improve operations and drive growth after taking the helm in April 2025.
Updated on Sept. 21, 2026 in Retail
Live Poll
Do you trust that companies use your customer feedback to make meaningful improvements?
Since taking over as CEO in April 2025, Heather Kaminetsky has overhauled Net-a-Porter operations based on direct customer feedback. These changes follow a period of growth that included a 4.3% revenue increase for the quarter ended June 30, 2026.
Why it matters
Kaminetsky initiated this customer-centric strategy to win back lapsed shoppers and strengthen brand loyalty. The shift focused on tangible operational improvements intended to elevate the high-end shopping experience for top clients.
Net-a-Porter reported an average order value of $1,016, marking a 9% increase over the past 12 months. U.S. revenue grew by more than 13% during the quarter ending June 30, 2026.
The players
Heather Kaminetsky
She serves as the CEO of Net-a-Porter and previously held the role of vice president of marketing at the company.
Net-a-Porter
This is a luxury e-commerce retailer that offers high-end fashion and designer apparel to a global customer base.
The details
Kaminetsky utilized direct email outreach and in-person fireside conversations to gather critiques from top customers. Operational changes resulting from this feedback include the inclusion of return labels in every order and the implementation of uniforms for delivery drivers.
Timeline
Kaminetsky joined Net-a-Porter as vice president of marketing in October 2013.
Heather Kaminetsky became CEO of Net-a-Porter in April 2025.
Quarterly revenue grew 4.3% for the period ended June 30, 2026.
Market Landscape
This strategy reflects a broader shift among high-end retailers toward personalized engagement to maintain market share. Kaminetsky's move positions Net-a-Porter to compete more effectively in the premium luxury sector by prioritizing the experience of top-tier shoppers.
Shoppers will notice more streamlined return processes, as return labels are now standard in every order. Those in the Jersey Shore area may also now access same-day delivery services previously limited to other locations.
The takeaway
Direct engagement with top-tier customers can provide immediate, actionable insights for luxury business operations. By addressing specific logistical pain points like returns and delivery presentation, brands can improve the average order value even in a competitive market.
Further reading
For more on industry shifts, explore our Retail section.
Source note: This article includes information reported by Entrepreneur.
Live Poll
Do you trust that companies use your customer feedback to make meaningful improvements?
