Case Study: Asda brings customer stories into the boardroom with Voxpopme

How Asda used Voxpopme to bring retail customers into the board room and in front of the C-suite

Asda, one of Europe’s leading retailers, wanted a deeper understanding of its 18 million weekly shoppers beyond survey scores alone. To uncover the “why” behind customer perceptions, Asda turned to Voxpopme and its VideoCX solution to add emotion, authenticity, and context to existing CX data.

With Voxpopme, Asda replaced text open-ends with video responses across its CX program, capturing feedback via web intercepts, email, SMS, and till receipts. The platform auto-transcribed, time-coded, and sentiment-scored responses, helping surface nine core themes from hundreds of videos and create showreels for stakeholders. As a result, Asda could bring real customer stories into the boardroom and keep its 165,000 colleagues focused on delivering better experiences.

Asda