How CarrefourSA Predicts NPS With 80% Accuracy and Acts Faster Across Its Stores
CarrefourSA, the joint venture between Carrefour and Sabancı Holding, uses Alterna CX to combine feedback from five Voice of Customer channels and analyze more than 4 million customer signals every month. Predictive analytics lets the team simulate how improvements will move NPS before acting, with 80% accuracy, helping CarrefourSA increase NPS by 24 points and reduce complaints by 20%.
Full Case Study
See How CarrefourSA Uses Predictive Analytics to Prioritize CX Improvements
Using Predictive Analytics to Simulate Future NPS Results With 80% Accuracy
About
CarrefourSA is a joint venture between Carrefour and Sabancı Holding, serving customers through hypermarkets, supermarkets, gourmet and mini stores, and its online store.
The Challenge
CarrefourSA needed a Voice of Customer solution that could keep up with fast-changing expectations, turn open-ended comments into measurable scores, and show which improvements would actually move NPS.
Transforming open-ended comments from our customers into numerical values becomes more critical every day. With the NPS Simulation module of Alterna CX's predictive analytics model, we can predict our customer satisfaction scores with 80% accuracy.
Gökhan Çakmak | Customer Management Group Manager, CarrefourSA