An increase in NPS from 31.2 to 48 in just a few months!Read more
“I finally know which moments of the day deserve more attention according to our customers. The insights help my team to act and improve.”
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.
Each week the management team prints out the report of the previous week, and shares the results with the associates in the break-room. On Monday mornings, during the weekly meetings, the results are discussed with the teamleaders of the store. Some results are very positive, which they consider as a confirmation of great team effort. Instead of only receiving negative feedback, the teams can now take great pride in their results!
Jos: “Results are amazing! Our NPS score has increased from 31.2 to 48 in only a few months time! WOW! Our team is working very hard to improve customer experience. We know what our focus needs to be on, plus we take more time to talk to our customers, who provide us great feedback beside their likes and dislikes.”
Jos: “Results showed us that we were rated less positive for multiple KPI’s at the end of the day on most days of the week. We made adjustments in our planning to solve these problems. Of course, it takes time to manage this well, but it’s good to know which KPI’s need more focus at specific hours during a day.”