Improve your in-store experience with customer feedback

Cassis-Paprika is a Belgian fashion retail group. Paprika positions itself as the plus-size brand for women’s fashion, with a strong focus on excellent store experience. Its mission is to make every customer feel at home. Thanks to Hello Customer, Cassis-Paprika can achieve their mission by collecting feedback from their shops in real time so they can continuously improve the customer experience in-store.

Their challenges:

1. Cassis-Paprika wants to make a difference with the service in their stores and maintain a strong position because the customer has become more demanding with the big online offering.
   
   
2. Cassis-Paprika measured satisfaction through mystery shopping, but this didn’t provide enough insights. They wanted a tool that offers real-time insights to improve store experience continuously.
   
   
3. Cassis-Paprika was looking for a tool that could position customer feedback and mystery shopping in a more positive way with their teams. The personnel at Cassis-Paprika perceived it too much as a control mechanism.
   
   
4. Cassis-Paprika wanted insights not only on service but also on variety, in-store offering, and price, as these are crucial drivers for retail companies.

✔️ Cassis-Papika achieved an NPS of 70 thanks to the changes they make based on customer feedback.

✔️ Cassis-Paprika improved its sales performance by measuring feedback both in stores and online.

✔️ Cassis-Paprika received actionable insights about different business goals and KPIs leading to improvements in their purchasing department and service training.

✔️ Cassis-Paprika achieved a high response rate (minimum of 10%) from their customers in their stores.