Delivering an excellent online ordering experience

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.

Their challenges:

1. Café Royal did not collect enough customer feedback and data, making it difficult to know if they were investing in the right things for the customer.
   
   
2. Café Royal wants to dispatch feedback as much as possible in the organization, all the way to the CEO. They want to make sure that everyone is doing their part to improve the customer experience.
   
   
3. Café Royal wants to collect offline customer feedback as they also sell their products in supermarkets. They want to offer a consistent customer experience both online and offline.

✔️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