THE VOICE OF LOYAL CUSTOMERS – AUTOMATED EMAILS
Total gas stations are well-known for the cleanliness of their premises and the attention paid to in-store services. A central focus is put on the needs and requests of their most loyal customers, holders of the “Club” card. This is why Total has chosen to deploy customer feedback solution WizVille in its stations across France. After each purchase, loyal “Club” customers receive an automated email, inviting them to leave feedback about their latest in-store experience.
IN-STORE FEEDBACK COLLECTION – TABLET DEVICES
On top of gathering feedback from their best customers, Total also encourages anyone entering their stores to evaluate the experience on tablet devices strategically deployed in over 1,000 gas stations. Visitors are encouraged to voice their opinion on a particular aspect of the experience (cleanliness, friendliness of staff, waiting times…) via a WizVille survey form with a single question, randomly displayed on each screen. Thanks to the WizVille survey forms, hundreds of customer reviews are gathered every month in some of the company’s busiest gas stations.