Case Study: Grandi Stazioni Retail improves customer satisfaction and service quality with FeedbackNow

How Grandi Stazioni Retail Improved Customer Satisfaction and Service Quality with Real‑Time Feedback

Grandi Stazioni Retail, which manages major transit-based shopping centers across Italy, faced challenges in understanding customer satisfaction. Their reliance on traditional surveys was slow and ineffective, making it difficult to quickly identify and solve operational problems. To gain real-time insights, they partnered with FeedbackNow to implement its customer feedback solution.

FeedbackNow provided a system of tablet-based kiosks for continuous, real-time sentiment monitoring. This implementation allowed Grandi Stazioni Retail to collect over 500,000 feedback votes, dramatically improving their ability to pinpoint and resolve issues as they happened. As a direct result of using FeedbackNow, the company achieved a 15% year-over-year increase in customer satisfaction, proving the solution's value in making data-backed decisions and driving measurable improvements.

Grandi Stazioni Retail

Grazia Panarisi

Service & Sustainability Manager