Carrefour Belgium has revealed a rise in customer satisfaction across its retail network. Thanks to its collaboration with Goodays, the retailer can establish even closer contact with its customers and respond to their requests more quickly, as both parties take stock after 2 years of successful cooperation.
Carrefour attaches great importance to customer service and has always put its customers at the heart of its activities. The retailer was looking for a system to get quicker feedback from its customers and a way to react more swiftly, with the aim of further improving its service. After a successful pilot in late 2020, the Goodays platform was deployed in the Carrefour Belgium integrated stores in early 2021, and in the franchise partner stores later that year.
Bram Vermesen, Director of Customer Excellence Stores at Carrefour Belgium comments: “At Carrefour, 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.”
Quick and direct interaction with customers
The Goodays platform is an intuitive and user-friendly system that enables shop operators to interact with their customers through a conversational CX solution, allowing 90% of customer messages to be handled instantly. Customers can interact directly with the shop via an email or by scanning a QR code. Today, it is used by 97% of Carrefour’s shops.
With this application, shop managers can respond faster and better to customers’ needs and questions, benefiting the customers themselves and also the involvement of shop staff and head office staff.
Initial results show faster response and greater satisfaction
- Faster response times for customers: 100% of integrated shops respond within 12 hours, while 89% of franchisees do so in less than 41 hours.
- More feedback and higher-quality responses: the number of responses to post-purchase surveys from shops doubled between 2021 and 2022.
- 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.
- Increase in all customer segments: an overall increase in NPS of +3 points across the network.
- 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.
- Better customer insights: the platform provides Carrefour Belgium with a more accurate, valuable and dynamic real-time customer view.
The retailer continues to further improve its way of working with Goodays. “All our shop teams now communicate on a monthly basis using a newsletter based on Goodays and NPS,” says Bram Vermesen. “Tips & 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” Goodays Co-founder and CEO Nicolas Hammer said. “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”.
