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Case Study

Customer relations
Large Retailers

Management of a Customer Satisfaction programme for a major retailer

Context & Objectives

Our client is a major retailer
As part of its transformation plan, one of the strategic projects involved improving its brand image and customer satisfaction.

The client called on a Marketing Consultant to drive a strategic project to measure and improve client satisfaction, and implement suitable and effective corrective action plans.

Procedural approach

  • Implementation of a system in stores and e-commerce to measure and monitor the NPS (net promoter score) and report customer irritants
  • Definition and implementation of a store improvement plan and mobilisation of stores and headquarters to put this plan in place
  • Implementation of NPS monitoring at Executive Committee level


  • Monitoring of NPS by all employees and the significant improvement of this indicator
  • Evolution of the in-store management mode with a customer-centric approach; the action plans being defined according to the NPS and the irritants reported; the NPS now enters into the method of calculating remuneration
  • Strong mobilisation at headquarters and instore
  • Launch of 5 priority projects at head office resulting from customer feedback


Large Retailers

Duration of the mission

3 months

Type of project

Customer relations