Case Study: Monoprix achieves company-wide customer listening and improved satisfaction with Goodays

How Monoprix engage the entire company with customer interactions and CX

Monoprix, the French retailer, needed to transform a fragmented, survey-less approach to customer listening into a company-wide, actionable program that engaged everyone from shop-floor staff to the board. To capture feedback from both in-store and online shoppers and to surface causes of dissatisfaction beyond financial metrics, Monoprix adopted Goodays’ interaction management platform (Goodays For Business) to implement a locally based, multi-channel listening strategy.

Goodays deployed email/SMS invites, in‑store signage and web/Google prompts across 315 Monoprix stores (including 93 Monop’ outlets), routing 5–10 reviews per store per week to store managers and HQ so teams could respond daily, prioritize fixes and run local experiments (for example reorganizing checkout processes). The Goodays platform has increased agility, improved local satisfaction and NPS, standardized follow-up, and produced measurable operational gains—such as reduced checkout wait complaints and redesigned promotional signage—by turning customer feedback into concrete improvement projects.

Monoprix

Brune de Bodman

Head of Customer Orientation and Performance