We are proud to celebrate Grandi Stazioni Retail as an Innovation Award winner in the 2025 FeedbackNow Real-Time Feedback Awards. Managing some of Italy’s busiest transit-based train stations, the company plays a vital role in shaping customer experiences across high-traffic, complex environments—and has embraced real-time feedback as a cornerstone of its strategy.
Since adopting FeedbackNow across all 14 of its sites, Grandi Stazioni has gathered over 2 million customer votes in restroom facilities, providing continuous insight into traveler sentiment at scale. The simplicity and flexibility of the system, combined with its ability to support targeted actions, enabled the team to quickly integrate real-time listening into everyday operations.
This innovative approach has delivered measurable results: customer satisfaction has increased by 10% year over year, and teams now use feedback to both identify issues instantly and validate the impact of operational changes. For example, Grandi Stazioni relied on real-time comments to track sentiment and adapt accordingly — ensuring decisions were informed by authentic customer voices.
By embedding real-time listening into daily management, Grandi Stazioni Retail has transformed customer feedback into an essential operational tool, empowering staff to solve problems faster, anticipate needs, and align services more closely with expectations.
Congratulations to Grandi Stazioni Retail for pioneering a smarter, more responsive model of customer experience management and setting a benchmark for innovation in Europe’s transit retail sector.
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