Case Study: Pimkie improves in-store customer experience with Goodays

Pimkie relies on Goodays to optimise the customer experience in store

Pimkie, the European women’s fashion retailer, wanted to strengthen customer listening across the full customer journey and replace an irregular feedback process with a more consistent, real-time approach. To support this, Pimkie adopted Goodays’ customer experience solution to capture feedback from stores, e-commerce, post-delivery, after-sales interactions, Google reviews, and in-store touchpoints.

With Goodays, Pimkie connected nearly 600 stores in 6 countries and 6 e-commerce sites, enabling store teams to see ratings and reviews daily and respond directly to customers. The solution also helped Pimkie create a more customer-obsessed operating model, including a new Customer Experience Manager role, and turn NPS and customer data into actionable improvement plans across head office and frontline teams.

Pimkie

Hélène Moittié

Head of Customer Excellence