Case Study: Tesco Ireland achieves real-time customer insights and improved employee engagement with InMoment

How Tesco’s Obsession with Customer Stories Engages Employees, Drives Change, and Impacts the Bottom Line

Tesco, the UK‑based grocery giant known for its “Every Little Helps” ethos, faced a gap between traditional, infrequent feedback methods (mystery shoppers and limited exit surveys) and the real, emotional customer stories needed to improve experiences across its 7,300 locations and 330,000 employees. The company needed a scalable, timely way to capture authentic customer and employee voices across channels to drive change at both store and corporate levels.

Tesco partnered with InMoment to launch Customer Viewpoint, using Active Listening, bespoke text analytics, video feedback, and the Resolve case-management platform to collect and act on feedback (about 125,000 store responses monthly) and close the loop with staff. Combined with the Making Moments Matter training and custom reporting tools, the program improved CX (up over five points in the Forrester CX Index), helped Tesco regain market share with 2.2% revenue growth, and enabled direct links between NPS improvements and increased customer spending.

Tesco Ireland

Dan Portus

Insight to Action Programme Manager