The challenge
AB Vasilopoulos runs one of Greece’s largest retail networks, spanning hundreds of stores and a fast-growing e-commerce arm. Feedback arrived through scattered channels — email, call centre notes, occasional paper surveys — with no single view of how customers actually felt at each touchpoint.
Response rates on their existing surveys hovered in the low single digits, and by the time a pattern surfaced in a quarterly report, the moment to act on it had usually passed.
“We had feedback everywhere and insight nowhere. We needed one framework, not five spreadsheets.”
The solution
e-satisfaction unified in-store, online, and post-delivery feedback into a single Voice of Customer platform, built around the Ask–Listen–Understand–Act–Leverage framework:
- Receipt-linked and post-purchase surveys deployed across every store and the online shop
- Real-time dashboards giving store and category managers a live read on satisfaction
- Actionloop routing low scores straight to the right team, automatically
The results
3x
survey response rate
+18
NPS points in one year
40k+
answers collected
“After using e-satisfaction for 1 year, I must admit that it is a necessary part of our e-life.”
