Case Study: Carrefour achieves 95% customer response rate and stronger store relationships with Goodays

Critizr has enabled Carrefour to empower each of its stores with improved customer relationships

Carrefour, a global leader in large-scale retail present in more than 35 countries and employing 115,000 people in France, needed a transparent, scalable way to collect and act on customer feedback across its vast store network. To centralize listening and strengthen customer relationships, Carrefour partnered with Goodays to deploy a customer listening/feedback platform across its ecosystem.

Goodays implemented an integrated solution connecting website, store pages, mobile app, post-experience email, social networks and a web app, and rolled it out to 1,260 connected points of sale. The platform enabled direct contact between customers and store managers, mobilized employees to resolve issues, and delivered measurable results for Carrefour — a 95% response rate and an average response time of 36h39 — improving the company’s ability to monitor and act on customer satisfaction.

Carrefour

Hervé Parizot

E-Commerce Director, Customer Data and Innovation