Customer satisfaction study: Nettorama

By conducting a Customer satisfaction study among customers of all branches, Nettorama aims to gain insight into customer satisfaction and loyalty. The goal of the study was to assess customer satisfaction across various aspects, in order to identify the areas that need improvement so that Nettorama can further increase customer satisfaction.
 

 
Face-to-face research

Given the target group and the need for quantitative data, it was decided in consultation to conduct a face-to-face survey on the shop floor. After paying, customers were asked if they would like to participate in a short survey, which was conducted via iPads. Approximately 50 customers per branch were interviewed by two of our field staff, resulting in a total sample size of over 1,500 customers.

During this survey, satisfaction with 33 aspects was assessed (including staff friendliness, waiting time at the checkout, and pricing). In addition, the survey also provides insight into customer loyalty, customers' willingness to recommend the store, and their wishes and needs regarding, for example, expanding the current product range.

Areas for improvement at branch level

The results of this survey map Nettorama's customer satisfaction at both the overall and branch levels. Branch figures are compared with overall figures in order to gain insight into the changes that need to be implemented at each branch to increase customer satisfaction. Based on the input from the survey, concrete recommendations have been formulated to support Nettorama in achieving its objectives for continuous development in the area of shopping experience and quality.