Albert Heijn Case

From 21% unhappy customers regarding

speedy check-out to only 3% 

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

Marcel Droog

Supermarket Manager - Albert Heijn

Marcel wanted to know more specifically how they were doing as a business through the eyes of his customers. What did they really think about the service they were getting, and how did they experience their shopping experience?

Here's what Marcel 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, but actual tools to take action and improve

Position of the TryLikes Measuring
Stations at Albert Heijn Katwijk

4 questions

  • Do you recommend this supermarket?
  • Are there enough case registers open? 
  • Did we serve you quick enough?
  • Did we serve you with a smile?

What happened next? 

The TryLikes algorithm detected a trend on Fridays. When asked towards customers if they’d been served quickly, 21% of them consistently gave a dislike - stating they weren'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.

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 or smartwatch at 03:00 p.m. and 08:00 p.m. saying ‘Pay attention to the cash registers in the upcoming hour!’. Marcel also asked his cash register staff to stay 15 minutes longer on those particular times.


on speedy check-out service


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.’

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