In today’s fast-moving retail environment, customer experience can make or break brand loyalty. Shoppers expect not only quality products and competitive pricing, but also smooth, responsive service-especially during key moments like checkout. For one large European retailer, achieving this level of service across a vast network of stores meant rethinking how customer feedback was collected and used.
Their solution? FeedbackNow’s real-time customer sentiment monitoring platform-a modern tool that has delivered measurable impact in just a matter of weeks.
From Lagging Insights to Live Customer Feedback
Before implementing FeedbackNow, the retailer relied on an internally developed feedback system. While well-intentioned, the platform couldn’t deliver insights quickly enough to inform day-to-day operations. By the time negative feedback reached managers, the opportunity to correct in-the-moment issues had already passed.
Store teams often lacked visibility into what customers were experiencing in real time, leading to delays in addressing service gaps—particularly at the checkout, a critical interaction point for shaping overall satisfaction.
Recognizing this gap, the company sought a faster, more dynamic feedback solution to empower frontline teams, increase responsiveness, and boost satisfaction in the moments that matter most.
Why FeedbackNow?
After evaluating multiple platforms, the company selected FeedbackNow for its simplicity, flexibility, and speed of implementation. Over 200 FeedbackNow devices were installed across 115 store locations, with full activation achieved within just one week of final installations.
The touchless feedback totems-strategically placed near checkout lanes and other high-impact areas-made it easy for customers to share their experience with a simple tap. The data immediately flowed into centralized dashboards accessible by both store staff and senior leadership, giving everyone a shared, real-time view of what was working-and what wasn’t.
Tangible Outcomes in Just 12 Weeks
In only three months, the results were clear:
Checkout satisfaction scores rose from 73% to 77%, a significant gain across a large retail footprint.
The retailer now collects over one million pieces of customer feedback every year, transforming how teams monitor performance, respond to concerns, and continuously improve the in-store experience. With real-time data, staff can quickly identify issues, whether it's a slow checkout, understaffed counter, or customer frustration. Immediate corrective actions have led to more consistent service and better customer interactions.
As one company representative shared:
"Thanks to FeedbackNow, we now capture over a million customer insights every year - and within just three months, we significantly boosted our checkout satisfaction scores. Real-time feedback empowers us to take immediate action and deliver a better experience daily."
A New Standard for Retail Responsiveness
This success story illustrates how real-time feedback isn’t just a trend- it’s becoming essential for modern retail excellence. With FeedbackNow, the retailer has not only increased satisfaction but also strengthened internal accountability and team engagement, turning feedback into a daily driver of performance.
FeedbackNow: Real Feedback. Real Insights. Real Results.
Want to see how real-time feedback can transform your retail experience? Let’s talk.
Contact us to learn more about how FeedbackNow can help improve your customer experience and operations!