Case Study: La Colonia boosts customer loyalty and in-store experience with FeedbackNow

How La Colonia Transformed In‑Store Experience and Increased Loyalty with Real-Time Feedback

The customer, La Colonia, a leading supermarket chain in Central America, faced a challenge in understanding the reasons behind customer dissatisfaction. They relied on traditional surveys and secret shopper programs, which lacked real-time insights. To get deeper feedback and improve the in-store experience, they turned to the vendor, FeedbackNow.

FeedbackNow implemented a solution using 223 tablets and QR code devices across stores, enabling high-volume, real-time customer feedback. This generated over 15 million annual votes and provided the data La Colonia needed to transform operations. The solution had a measurable impact, notably turning around the perception of their meat department to make it one of the top-rated in Honduras. It also provided critical insights into revenue trends and solidified their reputation as a pioneer in customer experience.

La Colonia

Emilio

Chief Information Officer