Minimart — Customer Experience Across 60+ Stores

QR code stickers were deployed at three strategic touchpoints in every Minimart store — the entrance, the point of sale, and directly on product packaging. This multi-touchpoint approach captures feedback at different stages of the shopping experience: first impressions, checkout interactions, and product satisfaction after purchase. The deployment required no hardware installation and was completed across the entire chain within days.

When a customer leaves a negative rating, the responsible store manager receives an automated email alert within minutes — including the specific feedback, the store location, and the touchpoint where the rating was submitted. This enables immediate response rather than waiting for periodic reports. Positive feedback is also surfaced to reinforce good practices.

Weekly and monthly AI-generated reports rank all stores by satisfaction score, track NPS trends over time, and highlight specific areas for improvement at both the store and regional level. Regional managers see a consolidated dashboard with drill-down capability, enabling them to compare stores within their region and benchmark against the national average. The reports are generated automatically and require no manual compilation.

Minimart became the first retailer in Bulgaria with real-time customer experience monitoring at this scale. Within weeks of deployment, top-performing and underperforming stores were clearly identified — providing regional managers with objective, data-driven rankings for the first time. Patterns that had gone unnoticed for years became immediately visible.

Store managers now respond to customer complaints within hours rather than waiting for quarterly reviews. The automated alert system created a direct feedback loop between customers and store-level management, fundamentally changing how complaints are handled. Stores that actively engaged with the feedback system showed measurable improvements in customer satisfaction scores within the first quarter.

The AI-generated weekly reports eliminated hours of manual reporting work and provided consistent, comparable metrics across the entire chain. Management uses the data for performance reviews, training prioritization, and strategic decisions about store operations. The system proved that modern feedback technology can be deployed at retail scale with minimal disruption and immediate impact.