Total Case Study

How to capture customer input across multiple touch-points?

2200

Gas Stations

300

Customer Reviews / Month / Station

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.

“Because we place a great deal of importance on the quality of service we offer our clients, we regularly ask them about their experiences”