Shoppers have shaped everything from the retailer’s white-glove service to delivery logistics. Requests for easier returns led to the inclusion of pre-printed labels in every box, while feedback regarding delivery drivers resulted in standardized uniforms. Kaminetsky even expanded same-day delivery to the Jersey Shore after customers questioned why the service was restricted to the Hamptons. While she rejected some extreme suggestions, such as deliveries via private jet, she has maintained a hands-on approach, even coordinating with designers to source sold-out items for individual clients.
How Net-a-Porter’s CEO Is Turning Customer Complaints Into Growth
Since taking the helm at Net-a-Porter in April 2025, CEO Heather Kaminetsky has prioritized a radical feedback loop, betting that the path to a corporate turnaround lies in the unfiltered grievances of her most loyal shoppers. Her strategy has moved beyond standard surveys, translating direct customer demands into tangible operational shifts.
Kaminetsky, who previously held roles at Mytheresa and M.Gemi, identified an urgent need to re-engage customers who had drifted away. Recognizing that roughly 4% of the retailer’s base generated nearly half of its sales, she began reaching out directly to these high-value shoppers. This strategy includes hosting frequent fireside chats and significantly increasing the number of designer-led events. These efforts are yielding clear financial results: revenue climbed 4.3% in the quarter ending June 30, with a notable 13% spike in the U.S. market. Additionally, the average order value has risen 9% over the past year, currently sitting at $1,016.
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