Case Study: Carrefour Belgium achieves faster feedback loops and higher NPS with Goodays

Carrefour Belgium boosts NPS by 3 points with Goodays

Carrefour Belgium, a major grocery retailer, faced challenges in becoming truly customer-obsessed due to slow feedback loops and a disengaged franchise network. Their 'cold' NPS meant insights were often outdated before action could be taken. To address this, they partnered with Goodays to implement a conversational customer experience solution.

Goodays configured its platform to provide real-time dissatisfaction alerts, helping franchisees prioritize at-risk customers. Through a comprehensive training program, Goodays enabled 97% of Carrefour's stores to use the system, achieving an 89% average reply rate. This solution led to a significant NPS increase, with a +3 point rise across the entire network and a +31 point increase in their Market Halle store.

Carrefour