Goodays boosts Westfield London's customer experience by 12%

Unibail-Rodamco-Westfield (URW), one of the world’s leading shopping centre groups, has revealed that Goodays, a customer experience management platform, has boosted customer satisfaction in its UK shopping centres by 12% in the past year.

The platform, which was deployed across 50 centres in 11 different countries, including Westfield London locations, has reported an average global NPS increase of 14 points over the past year. UK Centres alone reported a 31-point NPS increase.

Unibail-Rodamco-Westfield operates over 80 shopping centres across Europe and North America. In the UK, Westfield welcomed 52 million visitors through its doors in 2022 - a number which is expected to rise in 2023.

The Goodays Connect platform was implemented in the summer of 2022 as part of a drive to re-establish an emotional bond with customers after the pandemic-causing disconnect. It provides customers with a system to leave instant feedback through in-centre QR codes as well as through digital and social channels.

One year after implementation, the results are as follows:

• A global adoption rate of 95% amongst staff, from frontline sales staff to senior executives, with 79% using the tool to connect with customers every day
• Global NPS boost of 13 points compared to the 2022 average
• Global Customer satisfaction increased by 5% to 4.29/5
• UK Customer satisfaction increased by 12% to 4.44 /5
• 54% of dissatisfied global customers retained

URW’s UK Digital Manager, Sheahan Arnott, commented: "The Goodays tool is allowing us to create a true relationship with our customers in a way that is incomparable to other platforms. Customer satisfaction enriches everything we do, and we strive to be the best centres in Europe; therefore, we need a customer experience worthy of this title. But to do that, you first need to understand what customers are saying. It's an old-school value done in a modern way, like building a relationship with your local grocer, but on a macro level."

Nicolas Hammer, CEO and Co-founder of Goodays, added: "URW is now a genuinely customer-centric brand with an impressive culture of people who listen and engage with customers, making them feel heard. There was an element of fear with feedback in the past, but what we’ve shown with Goodays Connect is that feedback is actually one of retail’s most powerful assets. Captured and put to good use across the business, it delivers the impressive uplift in customer satisfaction that we can see in URW’s results to date and is helping their business to thrive."