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INDUSTRY · RETAIL & E-COMMERCE

Hear every shopper — in store, online and in every review.

Store visits, online orders, deliveries, returns and marketplace reviews — coded by one AI engine built for retail, ranked by impact and turned into tasks for the store or team that can fix them.

Request a Demo → See a retail story ↓
  • Store & online surveys
  • Marketplace reviews
  • Call scoring
CityStyle · Stores & online · September
SurveysGoogle reviewsMarketplace reviewsCalls
Location / ChannelNPSvs AugTop topic
Online · Website +44 +1 Delivery speed
Online · App +47 +2 Size & fit
London · 14 stores +46 0 Staff advice
Midlands · 8 stores +40 −1 Checkout queue
Scotland · 6 stores +43 +1 Product availability
3 of 9 stores · since 8 Sep North West · 9 stores +32 −9 Click & Collect readiness
ALERT · Click & Collect order not ready at pickup Manchester City Centre · Liverpool Riverside · Preston Central · 826 comments since 8 Sep
Regional manager, North West
Company NPS +38 See what drove it →
New topic · Denim slim fit runs small · 214 mentions 1,860 high-value customers at risk
THE RETAIL CHALLENGE

Hundreds of stores, two channels and a flood of reviews.

01

Hundreds of stores, one at a time

Regional managers can't read every store's feedback, so problems surface weeks late — usually in the monthly report.

02

Online and in-store, measured apart

Web, app and store scores live in different tools, so nobody sees the shopper who orders online and picks up in store.

03

Reviews and rivals out of sight

Google, marketplace and product reviews pile up unanswered, and you only learn a rival's product wins when sales show it.

THE SHOPPER JOURNEY

Listen at every step from aisle to doorstep.

Each touchpoint feeds the same platform, on the channel that fits the moment.

1

Store visit

LISTENS WITH
SurveysAsk the right question, to the right person — in minutes.Reputation ManagementEvery review, mention and comment — answered from one place.
Staff advice
2

Fitting room & checkout

LISTENS WITH
SurveysAsk the right question, to the right person — in minutes.
Checkout queue
3

Online order

LISTENS WITH
SurveysAsk the right question, to the right person — in minutes.
Product availability
4

Click & Collect / delivery

LISTENS WITH
SurveysAsk the right question, to the right person — in minutes.WhatsAppHear from the customers email and SMS miss.
Click & Collect readiness
5

Returns

LISTENS WITH
WhatsAppHear from the customers email and SMS miss.Voice AIGive your survey a voice.
Refund delays
6

Customer service

LISTENS WITH
Call Quality MonitoringScore every call. Not just the few you have time to hear.
Agent knowledge
7

Product review

LISTENS WITH
Product & Competitive IntelligenceSee how every product stacks up — attribute by attribute.Reputation ManagementEvery review, mention and comment — answered from one place.
Size & fit

Every stop is scored on the same scale and tagged with the same topics — by store, region and channel.

DAY 1 · INDUSTRY-READY

Ready for retail from day one.

Topic models built for your industry, no training period. From the first comment, Cloud4Feed knows the difference between a fitting-room queue and a checkout queue — in 50+ languages.

How every comment is coded →
Liverpool Riverside · Click & Collect

“Came to collect my order and it wasn't ready — waited 20 minutes. The staff were lovely and sorted it, but I've had this twice now.”

Click & Collect readiness · negative
Staff advice · positive
Repeat issue · intent: complaint
RETAIL TOPICS, READY ON DAY ONE
Click & Collect readinessFitting-room queuesCheckout queueStaff adviceProduct availabilityDelivery speedRefund delaysSize & fit
HOW RETAILERS USE CLOUD4FEED

From the shop floor to the next action.

01 · LISTEN

After every purchase and delivery

Short surveys after the till, the order and the pickup, on SMS, email, WhatsApp or by AI voice call.

SurveysAsk the right question, to the right person — in minutes.WhatsAppHear from the customers email and SMS miss.Voice AIGive your survey a voice.

Every store's Google reviews

One inbox and one Reputation Score per store, with AI replies in your brand voice.

Reputation ManagementEvery review, mention and comment — answered from one place.

Every SKU on every marketplace

Product reviews read attribute by attribute and compared with rival products.

Product & Competitive IntelligenceSee how every product stacks up — attribute by attribute.
02 · ANALYZE

One language for every channel

Surveys, reviews, chats and calls coded into the same retail topics, sentiment and personas.

Conversation & Text IntelligenceEvery conversation, understood — in every channel and language.

Every service call scored

Keep your phone system; every call is transcribed and linked to the shopper's other feedback.

Call Quality MonitoringScore every call. Not just the few you have time to hear.
03 · INSIGHT

Ask why, in plain words

“Why did NPS drop in our North West stores last month?” — answered with sources.

AI Insights & Predictive AnalyticsKnow what to fix first — and who's about to leave.

Fix first what's worth most

Priority Matrix, Impact Simulator and value × risk show which issue moves NPS and revenue.

AI Insights & Predictive AnalyticsKnow what to fix first — and who's about to leave.
04 · ACT

The store manager knows today

Alerts and tasks go straight to the store or regional manager who can fix it.

Workflow & Closing the LoopClose the loop with cases, alerts and win-back journeys.

Win back the shoppers who went quiet

Personalised AI voice calls and WhatsApp conversations with coupons and new arrivals — most valuable customers first.

ReActivateWin back the customers who went quiet.
A RETAIL STORY

How CityStyle found its North West problem in a day.

CityStyle · North West · September

A fictional fashion retailer with 9 stores in the region, a website and an app.

1
SIGNAL

North West NPS fell from +41 → +32.

Spotted in the regional view, while every other region held steady.

SurveysAsk the right question, to the right person — in minutes.
2
CAUSE

46% of the drop: Click & Collect orders not ready at pickup.

In 3 of 9 stores, after a new warehouse routing went live on 8 Sep. Weekend fitting-room queues 27% · online refund delays 15%.

AI Insights & Predictive AnalyticsKnow what to fix first — and who's about to leave.
3
VALUE

Fixing Click & Collect is worth an estimated +3.4 NPS.

Ranked first in the Priority Matrix.

AI Insights & Predictive AnalyticsKnow what to fix first — and who's about to leave.
4
RISK

1,860 high-value customers at rising churn risk.

£412K predicted 12-month value at stake.

AI Insights & Predictive AnalyticsKnow what to fix first — and who's about to leave.
5
ACT

A task to the regional manager, a win-back for the 1,860.

Click & Collect readiness fixed in 3 stores; lapsed high-value shoppers reached first.

Workflow & Closing the LoopClose the loop with cases, alerts and win-back journeys.ReActivateWin back the customers who went quiet.
See this story on AI Insights & Predictive Analytics →

MORE RETAIL STORIES ON THE PLATFORM

GROCERY & SUPERMARKETS

CityFresh Market turns weekend checkout-queue reviews into a fix, store by store.

Reputation ManagementEvery review, mention and comment — answered from one place.
See the story →
CONSUMER ELECTRONICS

CityHome learns why the Glide 5 loses to a rival on pet hair — from 18,420 reviews.

Product & Competitive IntelligenceSee how every product stacks up — attribute by attribute.
See the story →
BEAUTY & FRAGRANCE

CityGlow wins back lapsed fragrance shoppers with AI voice calls and WhatsApp.

ReActivateWin back the customers who went quiet.
See the story →

What retail teams track on Cloud4Feed

Store NPS

by store, region and format

E-commerce NPS

by web, app and delivery option

Reputation Score

per store and versus rivals

Product rating

by SKU and attribute

Customers won back

traced to campaign and channel

CUSTOMERS

Retailers who run on Cloud4Feed.

CUSTOMER STORY · RETAIL

How DeFacto lifted in-store NPS by 25 points in 18 months.

Stores first, then e-commerce — with store-level reporting and critical alerts sent to the team that can act.

+25NPS points · stores
+15NPS points · e-commerce
5,000critical alerts
Source: Cloud4Feed × DeFacto case study · Over 18 months
DeFacto

“Overall, the adoption of Cloud4Feed has been a game-changer for our organisation.

— Customer Insights Manager, DeFacto Read the story →

Your store teams, too. H&M, Marks & Spencer and Tesco use Cloud4Feed to hear their employees.

Your store teams, too →

RELATED SOLUTIONS

FOR CX TEAMS

Customer Experience Department

What should we fix first — and what is it worth?

→ FOR MARKETING TEAMS

Marketing

How is our brand perceived — and versus competitors?

→ FOR PRODUCT TEAMS

Product Management

How does each product stack up against rivals?

→ SOLUTION AREA

Customer Experience

Track every touchpoint, cut churn drivers and close the loop with each detractor.

→
Every insight shows its sources · Your team approves every action · Role-based access to personal data

See Cloud4Feed set up for a retailer like you.

A 30-minute walkthrough with retail topics, your channels and your store structure.

Request a Demo → Talk to sales
↺Loop closed
Case resolved by the team
Case #4821 opened · Ops · SLA 48hLoop closed ✓
Installation scheduling — +2.1 NPS if fixed
Cloud4Feed
See full platform overview →
FEEDBACK SOURCES
Surveys Reputation Management & Social Listening Call Quality Monitoring Product & Competitive Intelligence
AI-POWERED ENGAGEMENT
WhatsApp Conversational Interviews Voice AI Telephony Interviews ReActivate — Smart Retention Management
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Conversation & Text Intelligence AI Insights & Predictive Analytics
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Customer stories →Browse all resources →
Pricing
Why Cloud4FeedOne platform instead of five point tools. About UsWho we are and what we believe. PartnershipResell, implement or integrate Cloud4Feed. ContactTalk to sales, support or our team.
Request a Demo
See full platform overview →
FEEDBACK SOURCES
Surveys Reputation Management & Social Listening Call Quality Monitoring Product & Competitive Intelligence
AI-POWERED ENGAGEMENT
WhatsApp Conversational Interviews Voice AI Telephony Interviews ReActivate — Smart Retention Management
INTELLIGENCE & ANALYTICS
Conversation & Text Intelligence AI Insights & Predictive Analytics
See all solutions →
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Customer Experience Employee Experience Market Research
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Retail & E-Commerce Hospitality & Travel Finance & Insurance Automotive Telecom Healthcare Utilities Public Sector
BY DEPARTMENT
Marketing Customer Experience Department Customer Services HR Product Management Market Research
Customers
Resources
BlogGuidesReports & E-books
Customer stories →Browse all resources →
Pricing
Why Cloud4FeedOne platform instead of five point tools. About UsWho we are and what we believe. PartnershipResell, implement or integrate Cloud4Feed. ContactTalk to sales, support or our team.
Request a Demo
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