Real-Time Customer Sentiment Monitoring

Current State

Prior to adopting FeedbackNow, the retailer relied on an internally developed feedback platform that struggled to deliver timely, actionable insights. Without real-time monitoring, identifying issues at the store level often lagged behind actual customer experience, limiting the company’s ability to rapidly respond and improve operations. With customer satisfaction as a top priority, the company saw the need for a faster, more dynamic feedback solution focused on critical moments like the checkout experience to drive revenue growth.

FeedbackNow Solution

After evaluating several options, the retailer chose FeedbackNow for its simple, effective feedback totems, customizable reporting capabilities. More than 200 FeedbackNow devices were successfully deployed across 115 store locations, with seamless integration and full system activation within a week of the final installations. FeedbackNow’s real-time dashboards provided frontline staff and leadership teams with instant access to customer sentiment, empowering rapid response and ongoing performance improvements.

Outcome

In just 12 weeks, the company boosted its checkout satisfaction scores from 73% to 77% — a meaningful 4-point improvement across a large retail network in a short timeframe. Today, they collect over one million pieces of customer feedback annually, giving leadership a powerful, continuous pulse on in-store experiences. Real-time insights have enabled faster corrective action, better store-level accountability, and a noticeable uplift in customer satisfaction and operational quality. The company views FeedbackNow as a critical enabler of its commitment to excellence and continuous improvement.

Testimonial

“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.” — Customer