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

Carrefour Belgium creates faster feedback loops and engages franchisees

Carrefour Belgium was struggling with slow, disconnected customer feedback—survey insights could take up to 12 months to reach action owners—resulting in a “cold” NPS. With 92% of its network operated by franchisees who needed a simple daily CX routine, Carrefour partnered with Goodays to find a solution that frontline teams would actually use.

Goodays implemented a conversational customer experience platform with real‑time surveys, dissatisfaction alerts and a train‑the‑trainer rollout so stores could respond quickly. The solution reached 97% of stores, produced an 89% average reply rate and 4.63/5 reply quality, engaged 92% of customers within a 12‑hour window, and drove a +3 point network NPS (one store improved +31). Carrefour also retained ~80% of previously dissatisfied customers (~3,300) and collected 310,172 post‑purchase responses in 2022, demonstrating clear, measurable impact from Goodays.

Carrefour

Bram Vermesen

Director of Customer Excellence Stores