Current State
Grandi Stazioni Retail manages some of Italy’s busiest transit-based shopping centers. Ensuring high customer satisfaction across these complex, high-traffic environments is central to their mission. Before FeedbackNow, the company used surveys to collect feedback—but found them limited in scope and speed.
“We utilized some survey… but we faced a lot of dissatisfaction.”
The lack of immediate, scalable insight made it hard to identify the root causes of issues or assess whether operational changes were working.
FeedbackNow Solution
To improve real-time visibility, Grandi Stazioni Retail deployed FeedbackNow across all 12 of its sites. The solution enabled continuous monitoring of customer sentiment through simple, tablet-based interfaces. The decision to choose FeedbackNow was based on the tool’s ability to support targeted actions, its flexibility, and the team’s responsiveness.
“Compared to its competitors, it offered a customized service based on our requests.”
“The implementation was simple and effective… we were able to see the system working very quickly.”
Outcome
With over 500,000 feedback votes collected, Grandi Stazioni Retail has significantly improved its ability to identify issues, respond in real time, and verify the impact of changes.
“It was simpler to identify the problems and thus solve them.”
Customer satisfaction has increased by 15% year over year, reflecting both improved operations and greater alignment with visitor expectations.
One example came during a pricing change:
“We increased the entrance cost of the toilets. Through the analysis of comments, we verified the user feedback.”
FeedbackNow made it possible to track sentiment during the transition and adjust as needed, helping the team make informed, data-backed decisions.
Strategic Impact
Real-time insights now play a daily role in how Grandi Stazioni Retail monitors service quality and responds to customer needs. FeedbackNow has become an essential operational tool—not only for tracking satisfaction but also for driving targeted, measurable improvements.
“Being able to analyze the results even in real time and to activate quickly” has supported broader customer experience goals.
Testimonial
“We have as a goal, increase the customer satisfaction. Your product permits us to control the quality of our work.” — Grazia Panarisi, Service & Sustainability Manager, Grandi Stazioni Retail
Contact us to learn more about how FeedbackNow can help improve your customer experience and operations!
