The Challenge
DomoMart.ie, a local grocery store in Ireland, struggled to meet customer expectations in an increasingly competitive retail landscape. Customers expressed dissatisfaction with inconsistent product availability and long checkout times, which adversely impacted repeat business. Additionally, the store’s limited engagement with customers left it without reliable insights into loyalty or preferences. This challenge was compounded by rising competition from online grocery delivery services, making it difficult for DomoMart.ie to retain its customer base and differentiate itself in the market. To address these issues, the store partnered with NumeroCX to implement a comprehensive Voice of Customer (VoC) program aimed at understanding and addressing customer needs.

The Work
Numero CX collaborated with DomoMart.ie to design and execute a VoC program focused on enhancing the shopping experience through actionable feedback. Surveys were set up via in-store tablets at checkout counters to measure Customer Satisfaction (CSAT) and Customer Effort Score (CES), alongside online feedback forms for the store’s delivery service. Suggestion boxes were also placed in-store to encourage feedback on product availability and layout. Monthly analysis of collected data highlighted recurring concerns, including dissatisfaction with stock levels and long wait times during peak hours. Customers also expressed a demand for more organic and locally sourced products. Based on these insights, NumeroCX recommended optimizing inventory management, introducing self-checkout kiosks to reduce queue times, and launching a loyalty program to reward repeat customers and improve engagement.

The Result
The VoC program significantly improved DomoMart.ie’s operations and customer experience. CSAT scores rose by 25% within three months, as customers appreciated the reduced wait times and better stock availability. Repeat business increased by 18%, driven by the loyalty program and a broader selection of organic products. Operational efficiency also saw a boost, with self-checkout kiosks reducing average queue times by 40%. By prioritizing customer needs and preferences, DomoMart.ie differentiated itself as a customer-centric grocery store, resulting in higher footfall and increased online orders, solidifying its position in the market.