Case Study: Chedraui improves checkout issue detection with Feedbackly

Chedraui - Customer Case Study

Chedraui, one of Mexico’s largest retailers with a growing eCommerce presence, struggled to gather timely feedback on its online services and to track the customer journey across touchpoints. As its digital business expanded, it became difficult to identify customer issues in real time and understand which teams were responsible for different parts of the journey. To address this, Chedraui chose Feedbackly’s multichannel customer survey and analysis platform.

With Feedbackly, Chedraui can now measure customer experience across the full journey and quickly detect problems, especially in the checkout process. The company can react immediately when issues arise and monitor each step of the eCommerce experience in real time, helping it improve decision-making and continuously refine the customer journey.

Chedraui

Alejandro Dominguez

eCommerce Analyst