Dia + Qualtrics

Prioritising the customer 

With its CEO's support, Dia re-appraised its approach completely, placing customers at the centre of the business every day. Customer focus was placed front and centre in the company's mission statement

Capitalising on its loyal customer base 

70% of DIA's customers use its loyalty card or app, and these opted-in shoppers were an ideal base of respondents for customer experience data collection.

Employee engagement and participation 

Dia's shop-floor staff had previously been focused on productivity, speeding through transactions without talking to customers. They have embraced the shift towards customer focus, and increasing NPS is now part of every employee's bonus conditions.

Detractor re-engagement 

If a customer's experience falls below a certain level, store managers offer to contact them within 48 hours to apologise or investigate the problem.

Feedback and results all in one place 

Every interaction within the store can now be monitored and teams can drill down to specific departments like bakery or fruit and veg.

High quality data from open text 

Through Text iQ, DIA can turn open text feedback into structured, actionable data to identify improvements across their stores.

Customer feedback in the moment 

Feedback is integrated into the DIA app, allowing customers to provide quick feedback during and after a store visit.

Actionable insights for every manager 

Store managers have customised dashboards that show exactly where they can make an impact. They can see what’s happening in their stores and close the loop quickly with their customers.

In only 6 months from when we started the pilot, we were able to grow the NPS by 8 points. The results were very encouraging.