Scaling success with digital customer feedback

Challenge

7-Eleven needed a reliable way to digitally capture timely, accurate customer feedback across multiple store types. Their existing process was limited in scale and provided inconsistent insights, making it harder to build a strong business case for wider adoption.

Solution

We developed and trialled a rapid prototype that gave 7-Eleven confidence in moving forward while keeping costs and risks low.

• Rapid prototype validation
  We built and tested a lightweight prototype, proving the concept’s value before larger investment.
• Compatible tech
  Paired with a React frontend and early adoption of AWS Rekognition, we enabled custom asset development and precise data tracking.
• Smart tooling
  Using Expo, we set up remote support to streamline development, track feedback in real time and quickly optimise the user experience during the trial.
• Iterative trial approach
  Data was monitored continuously, allowing us to make fast changes and test improvements with minimal disruption.

Impact

The trial provided 7-Eleven with measurable evidence to support scaling digital feedback tools across their network. The insights collected not only improved the customer experience but also gave clarity around store-level decision-making.

Data-driven evidence of where to place NPS screens by store type and location

Evidence showing how creative design influenced response rates

Discovery of staff behaviours that positively shaped the customer experience

Refined wording of questions to achieve higher quality data