Case Study: PLUS Retail achieves stronger customer loyalty with Vision Critical

How Plus Retail improves loyalty by better understanding customers needs

PLUS Retail, one of the Netherlands’ largest supermarket chains, wanted to better understand the needs of increasingly price-conscious shoppers in order to improve loyalty and strengthen customer relationships. To do this, it worked with Vision Critical and partner Totta Research to gather customer insight and engage shoppers more effectively.

Vision Critical helped PLUS Retail launch mijnPLUSpanel, an insight community of more than 25,000 customers and franchisees who regularly shared feedback on store layouts and campaign planning. The result was a measurable increase in customer loyalty, stronger customer participation, and improved customer satisfaction, helping PLUS Retail evaluate campaigns and earn recognition as a highly customer-friendly retailer.

PLUS Retail

Peter Legters

Consumer Insights Manager