Café Royal are part of Delica/Migros, which is the largest retail company in Switzerland. Café Royal have been active online with a B2C online shop since 2018. They want to know how their customers perceive the full process of ordering online until delivery, in order to optimize their ordering process and better respond to customer needs.
Thanks to a high feedback response rate of 40% we discovered the true pain points of our customers after only one month. We started a project to improve our online ordering process to make our customers even happier with the delivery of their orders.
✔️Café Royal can pin point exactly where to improve processes thanks to combining customer feedback with operational data
✔️Café Royal obtained actionable business insights by achieving a higher response rate
✔️Café Royal knows what drives their business and can deliver quality service at every touchpoint thanks to insights from customer feedback
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