Case Study: a large convenience and gas retailer boosts customer appreciation with Intouch Insight

How a leading convenience and gas retailer drives company-wide action on customer experience data and measures ROI

A large convenience and gas retailer sought a method to better collect and analyze customer feedback across its 1,500+ locations to improve experiences. Their challenge was identifying the key drivers of satisfaction and finding a way to measure the impact of pilot programs for new CX initiatives before a company-wide rollout. To address this, they turned to Intouch Insight and implemented its LiaCX™ customer experience management platform and IntouchShop® mystery shopping services.

Intouch Insight’s solution provided real-time dashboards and AI-powered analysis to pinpoint that in-store payment interactions were a critical pain point. They launched a targeted Action Campaign focused on staff training to ensure employees thanked customers. This data-driven approach led to a 10% increase in customers who felt valued within three months and improved compliance with service standards, proving the program's success and enabling informed decisions on national rollouts.