How Atasun Optik Deepened Its Customer Experience Approach with Employee-Level NPS Tracking
Atasun Optik partnered with Alterna CX to deepen its existing customer experience approach by systematically collecting transaction-level feedback, monitoring NPS at the store and employee levels, and turning insights into action more quickly. The collaboration increased reporting visibility, supported employee recognition with objective feedback, and delivered measurable improvements in NPS, customer engagement, and survey response time.
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See How Employee-Level NPS Tracking Made CX More Measurable, Visible, and Actionable
How Atasun Optik Made Its Customer Experience Approach More Measurable, Visible, and Actionable
About Atasun Optik
Atasun Optik, the leader of Turkey’s optical retail sector, operates under the umbrella of EssilorLuxottica, a global leader with more than 18,000 stores across over 150 countries. With 350 stores across more than 70 cities in Turkey, Atasun Optik provides eyewear and sunglasses to millions of customers.
Strategic Priority
With hundreds of stores and thousands of customer interactions every day, Atasun Optik has long considered customer experience a strategic priority. The company partnered with Alterna CX to make its existing approach more measurable, more visible at the store and employee levels, and faster to translate into action.
Solution
The Alterna CX platform supported Atasun Optik’s existing customer experience approach by enabling the systematic collection of transaction-level customer feedback, the monitoring of scores at the store and employee levels, and greater visibility of results across the organization. The implementation’s primary contributions included employee-level NPS tracking, reporting visibility, and faster conversion of customer feedback into action. Objective customer feedback also made high performance more visible and supported employee recognition and reward processes.
What’s Next?
Atasun Optik is evaluating the potential to further enhance its customer experience management through AI-powered analytics. The next phase aims to generate faster insights from customer feedback, identify development areas at the store and employee levels earlier, and prioritize actions more effectively.
Customer experience is not only about satisfaction. It is one of the most important guides for improving our business processes.
Key Achievements
Measurable CX Management for Your Retail Store Network
Learn more about an action-oriented CX approach that connects store performance and employee-level development areas with customer feedback.
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