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[SUCCESS STORY]

How Monoprix engages the entire company, shop-floor to boardroom, in customer feedback management and CX


For Monoprix, a leader in the European retail market, listening to customers and measuring their satisfaction needs to be global approach: continuous, local and involving all collaborators from shop-floor to boardrooms.

Since the beginning of their collaboration with Critizr, Monoprix has launched many processes to improve their customer satisfaction and their NPS....

Want to know how they're doing it? 

BUSINESS CASE MONOPRIX_UK

Key issues of Monoprix’s feedback management approach : 

  • Identify causes of dissatisfaction to improve the processes
  • Anchor the VoC approach in the everyday actions of employees
  • Dispose of a managerial tool that is not solely based on financial indicators
  • Interact with customers to build loyalty and understand how to improve their satisfaction

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