Case Study: ALDI maintains customer advocacy and NPS during the pandemic with InMoment

ALDI - Customer Case Study

Aldi, a leading UK supermarket with over 1,000 stores, needed to quickly adapt operations during the COVID-19 pandemic to protect customers and employees while still delivering value and availability. The challenge was to implement new safety measures, amend logistics and opening hours, and—critically—understand how customers felt about safety and new in-store processes without disrupting their experience.

Partnering with InMoment, Aldi added COVID-specific questions to its transactional feedback and set up real-time dashboards to monitor responses. This approach generated over 100,000 responses since March 2020, helped maintain pre-pandemic NPS levels, and delivered actionable insights (cleanliness, navigation, convenience, friendliness) so Aldi could rapidly refine processes and preserve customer trust.

ALDI