Case Study: Unibail-Rodamco-Westfield boosts customer satisfaction with Goodays

Unibail-Rodamco-Westfield boosts global customer satisfaction by 5% with Goodays

Unibail-Rodamco-Westfield (URW), a global operator of over 80 shopping centres, faced the challenge of rebuilding a strong emotional bond with customers post-COVID and instilling a culture of customer-centricity across its entire business. To address this, they partnered with vendor Goodays to implement a customer experience management platform to listen to the voice of their customers.

Goodays enabled URW to capture real-time customer feedback via omnichannel touchpoints like QR codes. This solution empowered teams to take immediate action, leading to a significant measurable impact: a 5% increase in global customer satisfaction, an average NPS increase of +14 points, and a +31 point NPS boost in the UK. The platform also transformed the company's mindset to proactively embrace feedback.

Unibail-Rodamco-Westfield