Case Study: Jules boosts NPS and drives additional revenue with Goodays

Jules uses Goodays to make CX and NPS their strategic focus

Jules, a French menswear retailer with 563 stores, needed to make customer experience a true strategic pillar by empowering store teams and proving the ROI of NPS. Before working with Goodays, Jules relied on a global satisfaction tool that lacked local insight and didn’t enable in‑store teams to take responsibility for customer relations. To address this, Jules selected Goodays and its platform (Goodays Connect) — later adding the semantic analysis add‑on Goodays Highlight — to give local teams a simple interface for responding to feedback and to link employee engagement to business outcomes.

Goodays rolled out a solution (in place since 2019) that is now used by about three people per store and delivers strong operational results: customer relationship score 4.43/5, 95.67% response rate, 22h35 average response time, 4.58/5 quality of response and 81% compliments. Using Goodays indicators and KnowYourPeople analysis, Jules demonstrated that a one‑point NPS increase yields €0.15 additional revenue per customer, gained 5 NPS points in two years, reclaimed 66% of previously dissatisfied customers, and now uses Goodays Highlight to surface drivers of satisfaction for local and head office action. Goodays enabled faster local action, measurable NPS improvement and clear ROI.

Jules

Céline Lemaire

Customer Experience Director