Case Study: Carrefour achieves continuous customer experience improvements and faster issue resolution with GetFeedback

How Carrefour uses VoC to continuously improve the customer experience

Carrefour, a global retail leader with over 12,000 stores and 321,000 employees, wanted to accelerate a long-standing push to become more customer-centric. The COVID-19 surge in online traffic exposed previously unknown friction points — from login problems for returning customers to navigation delays — and highlighted the need to industrialize Voice of the Customer (VoC) collection so issues could be identified and acted on quickly.

Carrefour adopted GetFeedback for its agility, analytics and contextual screenshots, then set up a daily triage process to deliver same-day “firefighter” fixes and longer-term mechanical solutions. The VoC program now drives 50% of the product roadmap (up from 10–20%), helped uncover that login failures represented 9% of comments, and enabled large-scale surveys to prioritize 2021 features — delivering faster resolution, clearer prioritization and stronger justification for investments across markets.

Carrefour