Case Study: Unibail-Rodamco-Westfield achieves higher NPS and customer satisfaction with Goodays

URW roll out global CX Strategy with Goodays

Unibail-Rodamco-Westfield, owner of the Westfield brand with over 80 shopping centres across Europe and North America, needed to rebuild customer bonds after COVID and embed a culture of customer-centricity across its organisation. To do this, URW chose Goodays’ customer experience management platform to capture the customer voice, listen in real time and align NPS and satisfaction as core business KPIs.

Goodays delivered a rapid global rollout (50 centres across 11 countries launched in July 2022) using omnichannel feedback touchpoints (QR codes, public review monitoring) and a central platform for verbatim insights. The result: 95% global staff adoption, 79% daily user engagement and 90% rollout satisfaction; global customer satisfaction rose 5% to 4.29/5 (UK +12% to 4.44/5); average global NPS increased +14 points (UK +31, France +12, Spain +20); 54% of previously dissatisfied customers were retained, with a 97% reply rate and 72% compliments—while team morale and company-wide ownership of customer feedback markedly improved using Goodays.

Unibail-Rodamco-Westfield

Sheahan Arnott

Digital Manager