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.

+18%

on speedy check-out service

Results

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.’

Dutch Supermarket Franchise Deal

For the entire month of July you can order the TryLikes Franchise Set from €4800 for €3500 

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