Case Study: Musgrave achieves improved customer experience and higher NPS with CX Index

Musgrave - Customer Case Study

Musgrave’s SuperValu supermarket chain, with 223 stores across Ireland and a growing online business, needed a better way to communicate customer experience goals and actions across a complex network of franchise-owned locations. Working with CX Index, SuperValu looked for a voice-of-the-customer platform that was intuitive, automated, scalable, and able to support closed-loop feedback and deeper analysis.

CX Index implemented a customized customer experience solution for Musgrave, including driver analysis, CSAT and NPS surveying, loyalty-programme integration, automated reporting, and role-based access for different management levels. The rollout helped deliver a 33% increase in in-store NPS and a 23% increase in online NPS, while promoters spent 22% more on average than detractors, customer turnover fell as shoppers became promoters, and stakeholder engagement improved significantly.

Musgrave

Siobhan Hennessy

Head of Customer Experience