Finding 4.3 / After the order
Almost nobody asks the shopper what happened.
Draft, number line Feedback Collection, all 200 banners: 79 Basic (none), 106 Developing (an occasional survey link), 11 Advanced (routine in-app feedback after an order), 4 Leading, so 15 (8%) Advanced or better; supermarkets 8%. NPS/Survey Integration: 135 of 200 Basic, 7 (4%) Advanced or better, none Leading. Customer Feedback & Loyalty is the weakest of the 16 groups for supermarkets at 34%.
of all 200 banners ask the shopper for feedback after an order, online, as a matter of routine.
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