Tesco: We Went from Mystery Shoppers to Always-On Customer Feedback

Case Study – November 30, 2016

For Dan Portus, Insight to Action Programme Manager at Tesco, getting a feel for the overall experience of a customer takes more than occasional undercover visits. We caught up with Dan after his presentation at Forrester’s CX Europe event to hear how Tesco empowered the owners of 2600+ store locations with online, always-on customer feedback.

“For the first time, we were able to tell [our smaller shops] what their customers are thinking about their experience,” says Dan. “If we stay connected to our customers wherever we work, we’re more likely to make the right decisions for the customers.”