Auchan turns its wealth of customer feedback into actionable insights
Case Study
Overview
One of Hungary’s largest international hypermarket store chains, Auchan, have been running a loyalty program paired with a quarterly customer feedback survey. Under the popular CX arrangement, ten thousand loyal customers fill out their questionnaire every three months, providing Auchan with a wealth of valuable information. Then comes Zurvey.io to analyse sentiments and topics as well as scale-type answers, and reveal actionable insights, sparing Auchan more than a hundred working hours a year that can be put to good use elsewhere. Auchan’s team now have a new KPI, they can monitor each store’s performance and several customer pain points have been amended thanks to Zurvey.io’s results.
Challenge
Imagine having to work through 40 thousand pieces of customer feedback each year. How can you connect the dots in this sea of data and discover all the important issues hidden in it? That was the task Auchan’s Market Research team faced and solved successfully using Zurvey.io. Now they are able to analyse feedback in much less time, but with more accuracy. Nothing’s lost and more insight is derived than ever.
“I love working with Zurvey.io, it instantly gives me a clear overview of our customers’ feedback. Neticle’s expert analyses save the Market Research Department significant amounts of time, since they give us sharp, definite recommendations about the areas we need to improve. We integrate these into our strategic decisions in order to further improve our customers’ shopping experience.”
Erika Szilágyi, Head of Market Research, Auchan
Read the case study, if you want to know....
- why it’s essential (and not scary) to include open questions in large-scale CX surveys;
- how you can safely skip reading each piece of feedback one by one;
- how automatic text analysis will find all your customers’ love and pain points (and much more) for you.
Get a free copy of the case study
Auchan
“I love working with Zurvey.io, it instantly gives me a clear overview of our customers’ feedback. Neticle’s expert analyses save the Market Research Department significant amounts of time, since they give us sharp, definite recommendations about the areas we need to improve. We integrate these into our strategic decisions in order to further improve our customers’ shopping experience.”
Raiffeisen
“As a CX leader, I thrive in collecting, analysing and extracting insights from customer feedback. Neticle, with their advanced technology and customer centricity, have been instrumentation in our efforts to harness the power of unsolicited (text) feedback – a source of insights that is continuously increasing in importance as we digitize our customer journeys.”
Xdroid
"Zurvey.io has an intuitive GUI and nice graph-type visualization of topics and sentiments that help better understand customer surveys and messages on a larger set of data, e.g correlating sentiments, name entities, locations, and verbs. It supports almost all European languages handles negations, double negations as well."
