How HEMA uses customer feedback to measure performance

The largest franchise operator in the Netherlands, HEMA is a well-known retail chain which aims to ‘make daily life easier and more fun’. The HEMA brand is special in that it brings together several characteristics including: optimistic, clear, accessible, typical Dutch, reliable and unique — all of which are fused into its online channels (website and mobile) as well as physical stores. In addition to selling everyday products, such as clothing, home goods, beauty products and more, HEMA also offers a number of online services to its customer base including photo-, ticket-and insurance services.

Serving over six million visitors each week, HEMA is expanding rapidly. HEMA now has stores in nine different countries including the Netherlands, Belgium, Luxembourg, Germany, France, the United Kingdom, Spain, Austria and soon in the United Arab Emirates. This tremendous growth certainly presents its challenges when it comes maintaining a smooth online customer experience — but it also represents an exciting digital undertaking for the Dutch company.

Keen to learn more about HEMA’s experience with the Mopinion feedback software? Keep reading here.