Case Study: Central improves customer experience and NPS with CloudCherry

Creating memorable shopping experiences at India’s leading retail malls

Central, part of Future Lifestyle Fashions Limited, is a leading retail mall brand in India that needed a unified way to measure customer satisfaction across multiple store touchpoints. As competition intensified, the company wanted an ongoing feedback system to track Customer Satisfaction Index, Net Promoter Score (NPS), and other CX metrics while ensuring issues were addressed quickly. Central turned to CloudCherry for a single customer experience platform.

CloudCherry implemented tablet-based feedback collection at customer service desks, real-time dashboards, and soft ticketing to alert store managers immediately when negative feedback was received. This enabled Central to close the loop with customers within 24 hours, generate automated reports, and compare performance across stores and seasons. The result was a month-on-month increase in NPS, stronger ratings for merchandise range, staff courteousness, and product availability, plus one unified view of customer experience data across all stores.

Central

Deepansh Bhargava

AVP - Customer Experience & Marketing