Case Study: Total achieves 30% increase in returning customers with Goodays

Total France has chosen Critizr to help increase the rate of customer return at our points of sale

Total, the multinational oil company, wanted to boost customer return rates and improve service-station experience across its network. To address this, Total partnered with Goodays to deploy a point-of-sale customer feedback platform — including email collection, a mobile app, back-office web services and monthly management reports — to capture and act on real-time customer input.

Goodays rolled the solution out to 2,300 stations in one week, collecting feedback via email and the mobile app and providing back-office tools and reports for operational follow-up. The deployment delivered measurable impact: a 30% increase in customers returning to service stations and a 30% rise in customer recommendations tied to points of service, along with positive staff recognition — all enabled by Goodays.

Total

Laurent Brun

Customer Service Manager