Case Study: DIA improves customer experience with Qualtrics

How supermarket chain Dia made customers its priority

DIA, the supermarket chain, had a long-standing challenge: customer experience had never been a core part of its strategy. With support from its CEO, DIA turned to Qualtrics to help place customers at the center of the business and capture feedback from its loyal loyalty card and app users.

Using Qualtrics, DIA rolled out a customer experience program that also engaged employees and tied NPS to bonus conditions. Store managers now re-engage detractors within 48 hours, helping improve service recovery and drive a stronger customer focus across the company.

DIA

Jose Antonio Lombardia De Saint-Germain

Chief Marketing Officer