Case Study: CarrefourSA boosts NPS by 24 points with Alterna CX

CarrefourSA boosts NPS by 24 points with Alterna CX

CarrefourSA, a major Turkish retailer, sought a Voice of the Customer and CX measurement solution to better understand and act on customer feedback. They partnered with the vendor Alterna CX to implement its solution, which included a predictive analytics model, to gain actionable insights from their customer signals and improve the overall customer experience.

By implementing Alterna CX's automation and predictive analytics solution, CarrefourSA combined data from five feedback channels into a unified system. The key results included an 80% accuracy in predicting future NPS scores, a 24-point increase in their NPS, a 20% decrease in complaints, and the processing of over 4 million customer signals monthly.

CarrefourSA