Case Study: Cassis-Paprika improves in-store customer experience with Hello Customer

Cassis Paprika - Customer Case Study

Cassis-Paprika, the Belgian fashion retail group behind Cassis and Paprika, wanted to improve in-store experience in a market where customers are increasingly demanding and online competition is strong. They needed a way to capture continuous, real-time customer feedback in stores, move away from relying only on mystery shopping, and use feedback as a positive coaching tool rather than a control mechanism. Hello Customer provided the feedback platform used to gather these insights.

With Hello Customer, Cassis-Paprika now collects real-time customer feedback across its stores and can act quickly on both positive and negative comments. The company uses the insights to coach employees, share best practices, and escalate strategic issues like pricing, assortment, and product basics to the right teams. The results include an increase in NPS from 67 to above 70 over two years, a 10% average response rate in stores, and better sales performance through continuous improvement of the customer experience.

Cassis Paprika

Nick Gysbrechts

Commercial Director