Case Study: AB Vasilopoulos improves customer satisfaction and operations with e-satisfaction.com

AB Vasilopoulos improved key Operations after grabbing Customer Voice online

AB Vasilopoulos, one of Greece’s best-known supermarket chains, launched a new e-shop and needed a better way to understand customer satisfaction across the full online shopping journey, from browsing and checkout to delivery. The company wanted a secure, credible way to measure NPS and quickly detect issues at key touchpoints, especially the final delivery experience. e-satisfaction.com provided the customer voice and feedback capability needed to capture this information.

With e-satisfaction.com, AB Vasilopoulos tracked NPS throughout the e-shop journey, received alerts when customers had complaints, and could act quickly when scores dropped below thresholds. The result was faster responses to delivery and product issues, cut from 12 hours to 1–2 hours, a 5%–10% increase in customer satisfaction, more loyal repeat customers, and over 100 UX improvements made based on direct feedback.

AB Vasilopoulos

Stefanos Falkonakis

e-commerce manager