Problem

Carrefour, a popular supermarket chain, was struggling to differentiate itself from its competitors in terms of customer service. The company needed to identify areas of improvement to enhance the overall shopping experience for its customers and stand out in a crowded market. To tackle this challenge, our team embarked on a customer service differentiation analysis project that compared Carrefour's ratings with those of its direct competitors. We aimed to pinpoint specific areas where Carrefour could improve and provide actionable insights to enhance the customer experience.

Solution

Our team collected customer service ratings from various sources, including supermarket reviews, and analyzed them using Tableau dashboards. We assessed how Carrefour stacked up against competitors like Géant, Lulu, Spinneys, and Waitrose based on metrics such as cleanliness, product choice, friendliness, layout, pricing, promotions, quality, stock availability, and checkout waiting time. We also created a map visualization to pinpoint the locations of Carrefour stores that exceeded or fell below the rating threshold. Additionally, we charted the growth in customer ratings over the years for different supermarket chains and compared the top 10 and bottom 10 stores based on customer ratings.

Impact

Identified specific areas where Carrefour needed improvement relative to competitors.
Provided actionable insights to enhance the overall shopping experience for customers.
Informed decision-making processes regarding store locations and improvements.

Carrefour Enhances Customer Experience with Analysis