--- title: How Monoprix engage the entire company with customer interactions and CX description: Monoprix image: https://community.goodays.co/hubfs/CaseStudy_1200x650_Monoprix.jpg --- [![Goodays](https://community.goodays.co/hubfs/logo-goodays-black-2.svg)](https://goodays.co/en) Solutions ### Solutions Solve your most critical customer experience challenges ### By industry - [Banking](https://goodays.co/industries/banking) - [DIY, Home and Garden](https://goodays.co/industries/diy-home-garden) - [Electrical and Building Materials](https://goodays.co/industries/b2b) - [Fashion](https://goodays.co/industries/fashion) - [Grocery](https://goodays.co/industries/grocery) - [Automotive](https://goodays.co/industries/automotive) - [Optical](https://goodays.co/industries/optical) [Customers](https://community.goodays.co/en/customers) Resources ### Resources The latest news and content to guide you on your customer experience journey ### [Learn E-books, webinars, infographics and more](https://community.goodays.co/en/learn) ### [Discover Dive into our blog and get to know Goodays](https://community.goodays.co/en/blog) Company ### Company We create more human experiences and unlock better commerce for everyone ### [Life at Goodays Our story, management team, investors and culture](https://goodays.co/life-at-goodays) ### [Join us Our open roles, benefits and recruitment process](https://goodays.co/join-us) [Log in](https://app.goodays.co/pro/login/) [Book an intro](https://community.goodays.co/goodays-plan-call) [![back arrow](https://community.goodays.co/hubfs/2023-new_theme/back-arrow.svg) Back](https://community.goodays.co/en/customers) # How Monoprix engage the entire company with customer interactions and CX ![](https://business.critizr.com/hubfs/CaseStudy_1200x650_Monoprix.jpg) ![](https://community.goodays.co/hubfs/2023-new_theme/quotemark.png) ### Monoprix Industry #### Grocery 315 #### Stores connected to Goodays Explore what Goodays can do for you Contact Sales ![arrow](https://community.goodays.co/hubfs/2023-new_theme/arrow-right.svg) ## The company Monoprix is a major French retail chain with its stores combining food retailing with fashion, beauty and home products. ## Main objectives for Monoprix - Identify the causes of customer dissatisfaction and put improvement projects into action. • Anchor customer listening in the day-to-day lives of all the company’s departments. • Possess a managerial tool that makes it possible to guide the business using indicators other than purely economic ones. • Interact with the customers to earn their loyalty and learn how to increase their satisfaction.   ![Screenshot 2023-03-14 at 15.43.54](https://community.goodays.co/hs-fs/hubfs/Screenshot%202023-03-14%20at%2015.43.54.png?width=1556&height=664&name=Screenshot%202023-03-14%20at%2015.43.54.png) ## The Approach and Results Monoprix switched from a survey-less system for customer listening to one that promotes a locally-based and multi-channel approach. Goodays facilitates brand communication with their customers, whether they made their purchase in a store or online. ### 1. Encourage customers to share feedback about their in-store experience Goodays has enabled Monoprix to gauge the satisfaction of its in-store customers as well as those who make their purchases online. A new in-store signage system is currently being tested to reinforce customer listening for those who have not signed up to the loyalty programme.   ### 2. Supply every department with customer feedback Monoprix has made Goodays its day-to-day management tool: all the company’s teams are provided with the results collected through the platform.The e-commerce department, logistics or purchasing managers rely on the analysis of customer feedback to set about improvement projects. • At headquarters, the company has set up an NPS team dedicated to implementing and developing the customer listening strategy: identification of collection channels, roll-out, and testing. • On the operational side, each store manager uses the Goodays platform to analyse the feedback from their customers, engage in a discussion with them, and adapt their store to the customers’ needs.   ![Screenshot 2023-03-14 at 15.30.39](https://community.goodays.co/hs-fs/hubfs/Screenshot%202023-03-14%20at%2015.30.39.png?width=1522&height=572&name=Screenshot%202023-03-14%20at%2015.30.39.png)   ### 3. Give store managers a day-to-day ally The issues raised by customers vary from one store to another. With Goodays, Monoprix has made customer satisfaction a local issue. Each store manager handles customer feedback to identify causes of dissatisfaction and take practical steps to improve. Only subjects concerning online services or those common to all the stores—such as topics related to purchasing—are dealt with by headquarters and handled by a working group.   ![Screenshot 2023-03-14 at 15.22.44](https://community.goodays.co/hs-fs/hubfs/Screenshot%202023-03-14%20at%2015.22.44.png?width=432&height=259&name=Screenshot%202023-03-14%20at%2015.22.44.png)   ### 4. In-store actions For the stores in general, the system centred on sales promotions was identified as a cause of customer dissatisfaction. By listening to its customers, the brand has completely redesigned the promotional signage in its stores, revised its promotions for the benefit of urban areas, and bolstered its IT processes to eliminate problems at checkout. For the stores in general, the system centred on sales promotions was identified as a cause of customer dissatisfaction.   Goodays enables Monoprix to have focus meetings and track trends in customer feedback on specific topics: The rate of missing items in stores, the delivery service, and so on. The brand has already seen some improvement in customer satisfaction and relationship scores locally, as well as in its NPS.    Download the full case study below:  [![Read now](https://no-cache.hubspot.com/cta/default/1754530/68e07313-61c8-4ef9-b067-0355911c43cd.png)](https://cta-redirect.hubspot.com/cta/redirect/1754530/68e07313-61c8-4ef9-b067-0355911c43cd) Like the article? 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