Carrefour Belgium reports a rise in customer satisfaction across its retail network thanks to its collaboration with Goodays.
As a result of deploying the company’s platform, the retailer says it can establish even closer contact with its customers and respond to their requests more quickly, as both parties take stock after two years of cooperation.
After a pilot in late 2020, said platform was deployed in Carrefour Belgium integrated stores in early 2021, and in franchise partner stores later that year.
Bram Vermesen, Director of Customer Excellence Stores at Carrefour Belgium, comments: “We attach great importance to customer service and customer focus. It is therefore important that we remain one of the leaders in this field.”
“The main reason for us to use a platform like Goodays is to ensure that customer feedback is on our radar daily and continues to evolve. We were also looking for a solution that could be easily used by all our shops and our franchise partners.”
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The Goodays platform enables shop operators to interact with their customers through a conversational CX solution, allowing 90% of customer messages to be handled instantly.
People can interact directly with the shop via an email or by scanning a QR code. Today, it is used by 97% of Carrefour’s stores.
Initial results as follows:
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Faster response times for customers: 100% of integrated shops respond within 12 hours, while 89% of franchisees do so in less than 41 hours.
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More feedback and higher-quality responses: the number of responses to post-purchase surveys from shops doubled between 2021 and 2022.
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Higher engagement: local teams are able to reach 92% of customers, creating a rapid feedback loop within a 12-hour timeframe. Average response quality increased to 4.63/5.
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Increase in all customer segments: an overall increase in NPS of +3 points across the network.
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Better retention of dissatisfied customers: by 2022, the retailer retained 80% of previously dissatisfied customers. Of these, 90% were managed and resolved directly from the shop.
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Better customer insights: the platform provides Carrefour Belgium with a more accurate, valuable and dynamic real-time customer view.
“All our shop teams now communicate on a monthly basis using a newsletter based on Goodays and NPS,” says Vermesen. “Tips and tricks are exchanged on how we can further improve the quality of responses to customers.”
Carrefour is currently looking at more and different ways of communicating directly with its customers to listen to their feedback and further improve their shopping experience in stores and through its online channels.
“We’re extremely proud to reveal these results with Carrefour Belgium. Their team has a long-standing and impressive commitment to customers, and they have deployed our technology brilliantly throughout the business to ensure that meeting customer needs is an everyday priority,” says Goodays Co-founder and CEO Nicolas Hammer.
“I’m also very happy to hear that the Goodays platform is an easy to use daily tool for Carrefour stores.”
“Technology to improve the customer experience is only effective if business teams actually use it, and creating a platform that is simple and intuitive for busy teams to use has been central to our success to date.”
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