Case Study: Éram achieves improved customer experience and a 2+ point NPS increase with Goodays

How Éram relies on customer feedback to improve customer experience

Eram, the French leader in shoe retail with 208 stores, needed a scalable way to capture and act on customer feedback from both online and in‑store purchases. Partnering with Goodays and using the Goodays platform (Goodays for Business), Eram implemented post‑purchase email surveys to centralize comments, detect detractors and prioritize follow‑up to improve customer experience and NPS.

Goodays’ survey interface and back office give Eram real‑time insights, weekly analyses and store‑level access, allowing the company to survey roughly 30% of buyers across three purchase scenarios, collect over 1,200 responses per quarter and process 100% of surveys with an average reply time of just over eight hours. With Goodays, targeted fixes (for example to delivery and stock processes) helped raise Eram’s NPS by more than 2 points, recover 65% of dissatisfied customers on first contact and significantly reduce delivery‑related complaints.

Eram

Tiphaine Chateigner

Customer Experience Manager