Case Study: IKEA achieves real-time customer feedback and rapid issue resolution with SO Connect

IKEA - Customer Case Study

IKEA wanted to improve the in‑store experience by identifying and fixing small, location-specific issues (like pricing errors and employee mistakes) without interrupting customers or their shopping behavior. To capture large volumes of actionable feedback, IKEA worked with SO Connect, using SO Connect WIFI routers and its WIFI Marketing push‑message service to identify visitors in store and send a short survey (incentivized with a €50 shopping voucher) to their phones. The programme generated high engagement — about 6,000 interviews, 150,000 quotes and 6,000 photos per year.

SO Connect’s solution delivered real‑time feedback to store teams via a dashboard and allowed customers to attach photos and comments to their responses. As a result, IKEA could detect and correct pricing errors and other small issues immediately, address team performance, and roll process changes out across all IKEA stores in the Netherlands. The SO Connect programme created a continuous, measurable source of customer insight that supported operational fixes and improvements to the in‑store experience.

IKEA