Retail satisfaction / agencies / sites
Customer satisfaction
Monitor the customer experience at your points of sale and reception areas.
Description of the need
Our client is a company with a national network of sales outlets and agencies welcoming a large number of customers every day.
The company wanted to better understand the experience of visitors in its various reception areas: quality of reception, availability of teams, waiting time, and clarity of information provided.
Until now, customer feedback was limited and collected on an ad hoc basis, which did not allow for precise identification of performance differences between sites or for tracking changes in satisfaction over time.
The client was looking for a solution that would:
- To measure visitor satisfaction after their visit to the agency or store
- To compare the quality of the experience between different points of sale
- To identify the strengths and areas for improvement of the teams
- To detect irritants in the reception area or the customer journey in the store
- To have reliable indicators to manage network performance
The objective: to guarantee a consistent and high-quality customer experience across all sites.
Proposed solution
We have implemented a satisfaction survey system that is directly accessible in points of sale or after the visit.
Surveys can be disseminated through several channels:
- QR code displayed at the exit of the point of sale
- Tablet available in store or agency
- SMS or email sent after the visit
- Link accessible from a till receipt or document given to the customer
Short questionnaires allow us to measure:
- The quality of the welcome
- The availability and attentiveness of the teams
- The clarity of the information provided
- The waiting time or the smoothness of the journey
- Overall satisfaction with the visit
The collected data is centralized in a platform that allows:
- Monitoring customer satisfaction indicators by point of sale
- Comparing performance between agencies or stores
- Customer review analysis
- Identifying the most frequent irritants
Network managers have a clear view of the quality of the customer experience across all sites.
Special Features
The questionnaires were designed to be quick and easy to complete directly on mobile, tablet or computer.
Dashboards allow you to:
- To visualize satisfaction by point of sale or agency
- To compare the performance of the different sites on the network
- To identify the best-performing institutions
- To track the evolution of satisfaction over time
This system allows companies to manage the quality of customer service and experience across their entire network.
Such solutions can also be deployed in bank branch networks, public service points, concessions or any other public venue wishing to measure and improve the experience of their visitors.
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0
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increase in customer returns at the point of sale
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0
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improvement of satisfaction related to reception
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0
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difference in satisfaction between the network's points of sale
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FAQ — Customer satisfaction, NPS and customer experience
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Who is the Soft Concept Customer Satisfaction solution aimed at?
It is aimed at companies in all sectors wishing to structure a CX approach and industrialize the collection and analysis of the Voice of the Customer.
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Does the platform integrate into an existing CX system?
Yes. It can complement or strengthen an already structured system without disrupting your processes.
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Are technical skills required?
No. The creation, distribution and management of surveys is designed to be used directly by CX teams.
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How does AI add value?
It helps to formulate the right questions, automatically analyze the answers, detect trends, and trigger alerts on weak signals.
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Is the solution suitable for large volumes?
Yes. It is designed to handle large volumes of responses and verbatim comments, while maintaining fast analysis.
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