Topic(s): The Platform Hello Customer Customer Experience CX & Business Strategy
Creating the right online customer experience

Café Royal

matthieu bonelli hello customer case
After only one month of collecting open feedback, we discovered several opportunities for improvement. These quick wins were translated into projects with a positive effect on CX.
Matthieu Bonelli
Customer Experience Project Lead

Café Royal is a Swiss coffee brand that is part of Delica AG, a business enterprise of the M-industry that belongs to the Swiss trading group Migros. Café Royal sell their products in several supermarket chains like Carrefour, Albert Heijn, Match and E. Leclerc. Since 2018 they started offering their coffee online in a B2C-webshop.

However, offering the right customer experience means something else in e-commerce than it does in physical stores. In this case study, we discuss how we helped Café Royal streamline their online ordering process. Using the Hello Customer platform, the Swiss coffee brand got some actionable insights on where their customers’ pain points truly lie.

What you'll get from their story

✔️ Why you need actual customer data to make the right business decisions, not just gut feeling

✔️ How you can create a 360° view of customer satisfaction along the customer journey

✔️ How you can set customer-driven KPIs across the entire business


Download the case study
Food production Industry
1954 Founded
40% Response rate to open feedback
15 000 Tons of coffee roasted yearly