Challenge
As one of the leading supermarket chains in Central America, La Colonia has built its brand on customer loyalty and exceptional in-store experience. With industry-leading top-of-mind recall in Nicaragua and Honduras, the company’s mission extends far beyond selling products — it’s about creating positive, memorable customer experiences at every touchpoint.
Before adopting FeedbackNow, La Colonia relied on:
- Traditional surveys
- Secret shopper programs
- Manual calls and interviews conducted post-visit
While these methods provided some data, they lacked real-time insights and left key questions unanswered — most importantly: why were certain experiences negative? Where and when were customers dissatisfied?
“We wanted to go deeper — not just know they were unhappy, but understand why and where the experience needed to improve.”
FeedbackNow Solution
La Colonia first discovered FeedbackNow while benchmarking retail best practices during international travel. The system’s simplicity, visibility, and real-time capability stood out immediately.
The company deployed 223 FeedbackNow devices, including:
- Tablets at key service points
- QR codes across stores
This allowed for high-volume, low-friction customer feedback, generating more than 15 million votes annually — with a remarkable 98.4% overall satisfaction rate.
“Our customers love giving their opinion — and they miss it when it’s not available.”
Impact on Business
One of La Colonia’s early focus areas was the meat department, which had suffered from a perception problem despite unchanged product quality.
“We hadn’t changed the meat — the cows were the same. But the perception wasn’t good. FeedbackNow helped us understand what customers were seeing and how to address it.”
By using FeedbackNow data as a KPI and guiding operational and marketing efforts, La Colonia transformed the perception of its meat department — today, it is among the top-rated in Honduras.
More broadly, FeedbackNow is now integrated into La Colonia’s:
- Store-level KPIs
- Human resources evaluations
- Monthly business reviews
Team members are trained on the system from onboarding onward, and the company actively monitors votes in real time to adjust operations and address issues.
“Real-time information is critical — our team looks at it minute by minute and uses it to make decisions now, not 30 minutes later.”
Broader Results
In addition to improving category performance and customer satisfaction, FeedbackNow provides valuable signals to help understand revenue trends:
“FeedbackNow gives us insights into why revenue is up or down — and what we can do more of or improve at the store level.”
It also helps reinforce La Colonia’s leadership in customer experience innovation — as the first supermarket chain in Honduras to implement this kind of real-time system.
“We are known as pioneers in customer experience in this market. This solution shows our customers that their voice matters — and sets us apart.”
Testimonial
“FeedbackNow helps us understand how our customers really experience the store — and it gives us the data we need to act. We’ve seen the impact on sales, perception, and customer loyalty.” — Emilio, Chief Information Officer, La Colonia
Contact us to learn more about how FeedbackNow can help improve your customer experience and operations!
