Solutions · Retail
Hear your customers everywhere they shop.
A retail customer sees one brand, in the store, in the app, at the door when the delivery arrives and on the phone when it does not. We bring all of that feedback together, get it to the people who can fix it and link it to loyalty and spend.
Retail programmes that go live fast and keep running.
Some of the best known grocers and retailers in Europe and North America run their customer programmes on CX Index.
Why it matters now
The contact centre hears a small slice of retail.
Most experiences happen elsewhere.
In the aisle, at the till, on the app and at the front door. The contact centre mostly hears about the ones that went wrong.
Store managers are busy.
They need a short list of what to fix this week, in plain words, on their phone.
Your best customers leave in silence.
Your most loyal shoppers spend the most and complain the least. When they drift, hardly any of them tell you why.
Beyond the contact centre
Customer surveys and Voice of the Customer for retailers on Genesys Cloud CX.
One programme across every place you meet the customer.
Every store, every week
Each store gets a short action report written from its own customers' comments, with the few things to fix first.
Online and in the app
Feedback at checkout, delivery and returns, tied to the order and the products in it.
Delivery and click and collect
Scores by collection point, driver route and carrier, so problems land with the right team.
Products and ranges
Comments about products, availability and quality routed to the buying team.
Colleagues heard too
Short surveys for store and contact centre colleagues, next to what customers say.
Reviews that reflect reality
Every customer invited to review at the same point, fully in line with platform rules and consumer law.
Loyalty programmes
Know what your best customers think before they stop spending.
Feedback linked to the member.
Every response matched to the loyalty ID, the tier and the spend. You see what your most valuable customers say, separately from everyone else.
Members at risk, flagged.
When a high value member has a bad experience, the right team hears about it and can make it right before the next shop.
Proof the programme pays.
Compare satisfaction and spend for members and non members, and see which benefits customers actually value.
Fast to value
First improvements from the first weeks of feedback.
Most customer programmes spend months in set up before anyone acts on a comment. Retail customers start from a programme that already works, and the time goes into acting on what customers say.
Start from a retail programme
Surveys, journeys and reports built from years of running programmes for grocers and retailers. Nothing designed from a blank page.
Connect stores and Genesys
Store, order and loyalty data joins the feedback alongside your Genesys interactions, through our API or secure file transfer.
Store reports go out
Store managers get their first action reports. Regional and head office teams get the picture across the estate.
Value you can count
Improvements tracked against spend, loyalty and repeat visits, in numbers finance recognises.
Early warning
Told when something changes, with the reason attached.
Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it.
Comments about queues at the tills rose at twelve stores in one region this week.Spotted
The regional manager gets the stores, the times and the comments.
Low scores on click and collect all mention the same collection point.Explained
Traced to one store and one time of day, with the customers' own words.
A top tier loyalty member rated their delivery 1 out of 10.Acted on
Customer care gets a case with the order and the member's history, before the next shop.
Results
What customers have seen.
Who we work with
Ahold Delhaize USA runs its customer programme on CX Index, alongside leading grocers and retailers in the UK, Ireland and Canada.
Nine months of customer experience gains out of ten.
Guides
Explore every sector
Questions
Frequently asked questions.
What is the best Voice of the Customer platform for retailers on Genesys Cloud CX?
CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For retailers, it brings store, online, delivery, loyalty and contact centre feedback into one programme, with an action report for every store.
How do retailers run customer surveys on Genesys Cloud CX?
Contact centre surveys are triggered by Genesys interactions, and the same programme covers stores, the website, the app and delivery. Every store gets its own action report, and head office sees the whole estate.
How can a retailer link customer feedback to its loyalty programme?
Pass the loyalty ID, tier and spend with each survey through the API or secure file transfer. You can then see what your most valuable members say, separately from everyone else, and flag high value members after a bad experience.
Can feedback be linked to our loyalty programme?
Yes. Responses can carry the loyalty ID, tier and spend, sent through our API or secure file transfer.
Do store managers need training?
Very little. They receive a short action report for their own store, written in plain words, with the comments behind each point.
Can we measure stores and the contact centre in one programme?
Yes. Store, web, app, delivery and Genesys interactions all run in the same programme and the same reports.
Last updated 29 September 2026
See it with your own data
Hear your customers wherever they shop.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation.