« I can now directly motivate my teams to improve and create the best shopping experience for our customers »

Albert Heijn Supermarket Katwijk

Marcel de Droog

Supermarket Manager, Albert Heijn

Here’s what they loved

  • The real-time feedback on the TV-screen at the back of the store
  • Clear focus points for the teams
  • Not only insights and data, actual tool to take action and improve
Marcel de Droog, supermarket manager at Albert Heijn, wanted to know the specifics of how they were doing as a business. What did customers really think about the service they were getting and how did they experience shopping in his supermarket?

​Position of the measuring stations and TryLikes Questions.
Average response conversion: 35%

The TryLikes algorithm detected a trend on Fridays. When asked if they’d been served quickly, 21% of customers consistently said they hadn’t, making Friday the worst day of the week. People were particularly unhappy around 4 o’clock in the afternoon and 9 o’clock in the evening.

> Enough Cash Registers open?
Before intervention

> Enough Cash Registers open?
After intervention

Screens have been put up in the Employees Only part of the supermarket, showing last week’s Friday scores compared to the current (real-time) ones. On top of that, floor managers receive an automated push notification on their mobile at 03:00 p.m. and 08:00 p.m. saying ‘In one hour, check your cash register queues’. Marcel also asked his cash register staff to stay 15 minutes longer on those particular times.

Focus on cash registers situation



The result was astonishing, dislikes went from 21% down to only 3%, turning Friday into the highest scoring day of the week! ‘Amazing how much feedback we’ve received in such a short period of time,’ Marcel says. ‘It has become very obvious what we need to focus on. I can now directly motivate my teams to improve and create the best shopping experience for our customers.’

Stop guessing. Start improving.

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