Retail and Consumer
Customer satisfaction tracking for retail and store chains
As the number of stores grows, keeping service quality consistent at every location gets harder. Headquarters sees the numbers but often learns what happened in the store weeks later. Comvo measures each store's customer experience separately, instantly routes negative experiences to that store's manager and compares stores with the same criteria.
Key challenges in the industry
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Quality gaps between stores
Under the same brand, service quality varies from store to store; the gap is noticed only when sales drop.
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Complaints that arrive late
A problem at the checkout or on the sales floor often reaches the regional manager late, as a line in a report.
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Scattered channels
Store surveys, call center records, Google and Şikayetvar reviews stay in separate places.
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Unclear ownership
Who holds a piece of negative feedback, when it will be resolved and whether the customer was contacted cannot be tracked.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Checkout and payment
- Sales floor and sales associates
- Fitting room
- Returns and exchanges
- Online orders and click and collect
- Customer service
Sample survey
Customers answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 stars (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- Staff attentiveness, waiting time, product availability, store layout, paymentMultiple choice question; used to identify the reason behind a negative experience (root cause).
- Yes / NoSingle-choice question; the selected answer can be used as a condition in rules.
- 0-10 (NPS)Net Promoter Score (NPS), 0-10: 9-10 promoters, 7-8 passives, 0-6 detractors. The score is calculated by subtracting the share of detractors from the share of promoters.
Questions, scales and conditional logic are tailored to your business. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 The customer scans the QR code at the checkout; the survey automatically knows which store and which touchpoint it is.
- 2 A low score becomes a case with an owner and a resolution time, and a notification reaches the store manager's phone.
- 3 The manager contacts the customer and records the action taken with a closing code.
- 4 If the deadline expires, the case is escalated to the regional manager.
- 5 When the case is closed, the customer receives a resolution satisfaction survey.
Sample alert rules
- If satisfaction is 2 or lower, a case is assigned to the store manager with critical priority and a 24-hour resolution time.
- If "Staff attentiveness" is selected, the regional manager is also notified of the case.
- When a 1-3 star Google review arrives, a case is opened for the manager of the relevant store.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
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CSAT and NPS by store
You rank stores with the same criteria broken down by region and city.
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Root cause distribution
You see in which stores waiting, stock or staff-related issues are concentrated.
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Cases handled on time
You measure how quickly store managers respond to negative experiences.
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Online reputation
You track stores' Google ratings and unanswered low-rated reviews.
Key modules
- Distribution QR, email, SMS and automatic post-transaction sending Learn More
- Case Management Negative experiences become cases tracked to resolution Learn More
- Online Reputation Reviews from Google, App Store, Şikayetvar and other platforms Learn More
- Reports Satisfaction (CSAT), recommendation (NPS) and effort (CES) scores Learn More
Related guides
- Surveys QR Code Customer Satisfaction Surveys How to collect QR code surveys in stores, restaurants and branches: where to place the code, keeping the survey short and linking responses to branches.
- Measurement What Is CSAT and How Is It Measured? CSAT measures how satisfied customers are with a specific experience. Learn the question format, scale choice, two calculation methods and where to use it.
- Process What Is Closed-Loop Feedback and How Do You Set It Up? Closed-loop feedback ensures customers with a negative experience are followed up and the issue is fixed at its source. Inner and outer loop, steps and metrics.
Frequently asked questions
Is it hard to generate QR codes for hundreds of stores?
No. Stores are uploaded in bulk to the organization structure with Excel, and QR codes are generated in bulk for each store and touchpoint. Each code automatically links the response to the right store.
Does a store manager see only their own store?
Yes. Permissions are granted by unit; store managers see their own store, regional managers see the stores in their region and headquarters sees the entire chain.
Are Şikayetvar and Google reviews in the same place?
Yes. Online reviews are managed in the same case structure as survey responses; low-rated reviews are assigned to the manager of the relevant store.
Let us map out a scenario for your industry together.
Share your store structure and the points where you interact with your customers, and we will prepare a suitable survey and rule set for you in a demo environment.