Minimart - 300+ Stores, One Platform
Customers rate the service on the spot - via QR code at checkout or entrance. Managers receive notifications on low ratings. Management compares stores in real time.
QR feedback at checkout, entrance, and on packaging - in every Minimart store
The Challenge
Managing 300+ stores means thousands of customer interactions every day - with no way to know what is happening at each location. Which store is performing well? Where is there a service problem?
Without data by location, decisions are made based on general impressions. Problems remain invisible until it is too late.
The Solution
QR code at checkout and entrance of every store. The customer rates the service in seconds - no app, no registration. Each code identifies the specific store.
On a low rating, the manager receives a notification immediately. Management compares stores in one dashboard - by period, by location, by category.
Results
Every store now has its own customer rating. Management sees which locations are performing well and where attention is needed - in real time, not quarterly.
The QR code on packaging opened an additional channel - customers rate products outside the store as well.
"Before implementing the CNTS solution, we were effectively flying blind - making decisions based on fragmented complaints and intuition. Now we have a real-time pulse on customer satisfaction across every single store."
Vladislav Georgiev, Marketing Director, Minimart
How it works
From QR code to action in 60 seconds
Scan
The QR code at checkout, entrance, or on packaging
Rate
On a 1-10 scale, anonymously, in 30 seconds
Select reason
Indicates what influenced the rating - staff, cleanliness, products
Redirect
Google review, Facebook, Instagram, or promotions
Try it yourself
This is exactly what the customer sees. Takes 30 seconds - no app, fully anonymous.
- Takes seconds
- Anonymous
- No app required
Three touchpoints
Three places, three different types of feedback
Checkout
Speed of service, staff friendliness, overall impression. The customer rates immediately after purchase.
Entrance
Overall impression, cleanliness, organization. The first thing the customer sees.
Packaging
Feedback on Minimart products - directly from the consumer, outside the store.
What you get
What Minimart got
Store-level dashboard
Data for every store in one place. Compare by location, period, and category.
Low rating notifications
The manager receives an email immediately on a negative rating - with the specific store and reason.
Store comparison
Which store is performing well? Where is there a drop? Management sees the full picture.
Packaging feedback
Customers rate Minimart products outside the store - directly from the packaging.
Google & Facebook redirect
On a positive rating, the customer receives an invitation to leave a review on Google or Facebook.
Customer journey
How customer feedback reaches management
Shopping
The customer notices a QR code at checkout or entrance
Rating
Scans and rates the service in seconds
Reason
Indicates what influenced the rating
Notification
On a low rating, the manager receives a notification with store and reason
Reaction
The on-site team reacts in time
Comparison
Management compares stores and tracks trends
Deployment
How the project started
Discovery
Identifying touchpoints, rating categories, and notification recipients.
Preparation
Questionnaire design, unique QR codes for every store, and platform setup.
Launch
Minimart places the materials in stores. Feedback starts flowing immediately.
Comparing approaches
| kazva.bg | Traditional approach | |
|---|---|---|
| Data | Real-time, per store | Periodic, summarized |
| Coverage | Every store, every day | Selected locations, 1-2x/year |
| Notifications | Immediate on low rating | None |
300+ stores, 3 QR touchpoints, 1 dashboard
Customer experience monitoring at national scale - without additional staff or infrastructure.
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29 offices, one dashboard. Customer ratings by location and period.
Managing a retail chain?
See how location-level feedback improves service and accountability.
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