Case Study: Azadea achieves 12-point NPS growth and 3% lower churn with SurveySensum

How Azadea Scaled Customer Experience Across 750+ Stores with QR Code surveys

Azadea, a major lifestyle retailer with over 750 stores and 80+ brands, faced significant challenges in scaling its customer experience programs. The company's in-house efforts were time-consuming and incapable of providing standardized, fragmented feedback across its vast operations, making it difficult to identify issues at the store or brand level. To address this, they turned to the vendor SurveySensum for its VOC (voice of the customer) platform.

SurveySensum implemented a comprehensive solution featuring unique QR code surveys for each store, a closed-loop ticketing system for service recovery, and customized role-based dashboards for multi-level reporting. This strategy enabled Azadea to gain full visibility into customer sentiment and act on feedback instantly. As a result of working with SurveySensum, Azadea achieved a 12-point increase in NPS, reduced its customer churn rate by 3%, and successfully scaled the program across all of its stores.

Azadea

Nathalie Karam

Head of Customer Experience