Albert Heijn Case Study

An increase in NPS from 31.2 to 48 in just a few months!

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Jos van Moolenbroek - Supermarket Manager

“I finally know which moments of the day deserve more attention according to our customers. The insights help my team to act and improve.”

Why we measured

Jos wanted to know how each department was evaluated by his customers at specific moments in time. The associates at Albert Heijn Yerseke are super enthusiastic and are eager to work with customer feedback. However, they didn’t have a system in place to collect real-time customer feedback. This was until Albert Heijn rolled out the TryLikes solution, meaning that Jos and his team received a set of measuring stations and ten specific KPI questions to choose from.

Questions asked

TryLikes questions asked throughout the Customer Journey

  • Quality of products Produce
  • Variety of products Non-food
  • Bread availibility Bread
  • Speed and service cash register
  • Products on-stock Beverages

Highlights

  • NPS increase of 17!
  • Clean insights on improvement on Service
  • Team focus and Happy customers

Results

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