Retail Solutions case study

How Retail Solutions Speeds Up User Feedback Collection

Retail Solutions PMT is a leading provider of digital solutions that streamline daily retail operations across the Benelux region. The platform helps store teams manage tasks, plan staff and improve communication efficiently across locations. Trusted by major retailers such as Jumbo, Albert Heijn, Coop and Intratuin, it keeps daily operations organized and running smoothly.
Company size:
100 employees
Industry:
Retail software
Features:

In-app surveys

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Use case:

Measuring satisfaction

  • 50%

    reduction in survey prep time

  • 60%

    of AI-suggested content used

  • 20 mins

    from draft to launch

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What will you learn from this case study

  • How Retail Solutions uses surveys to enhance product experience
  • How AI copilot accelerates survey creation and improves quality

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Challenges

  • Manual survey creation was slow and inefficient
  • Feedback collection was unstructured and messy

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Solution

In-app surveys combined with the Survey copilot for speed and efficiency.

Lennart Bijkerk
Lennart Bijkerk
Business Analyst
"With the Survey copilot from Product Fruits, crafting insightful surveys becomes effortless and swift. It allows me to create more surveys in a shorter amount of time and I never miss crucial questions."

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Turning User Feedback Into Product Direction

As a feature-rich, complex platform, Retail Solutions finds user feedback across different roles essential for product development prioritization and improving the overall user experience.

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The product team therefore provides users with regular, topic-specific surveys and gathers insights on a weekly or monthly basis right in the application.

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One of the team's top priorities is tracking user satisfaction with a focus on:

  • Measuring satisfaction with specific functionalities
  • Understanding the "why" behind user sentiment; capturing words, not just scores
  • Using the feedback to guide development priorities and improve the platform

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To make survey creation faster and more efficient, the team creates the surveys with the Survey copilot. Using a simple prompt, copilot suggests the best question types, structure, wording and survey length.

Lennart Bijkerk
Lennart Bijkerk
Business Analyst
"Survey copilot cut the survey prep time dramatically. Tasks that took hours now take just minutes."

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It also supports branching as well as combining different survey formats (NPS, CSAT, churn, etc.) into one seamless flow.

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Measure User Sentiment at Key Moments

The product team runs a monthly NPS survey targeting key user segments. The survey follows a best-practice flow:

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  1. Overall satisfaction: users rate their experience with the platform (NPS score)
  2. Follow-up feedback: branching logic adjusts questions, promoters and detractors see different questions
  3. Thank-you screen: closes the loop and confirms submission

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Survey invitation message
Survey invitation message
Standardized NPS question
Standardized NPS question
Follow-up question for promoters
Follow-up question for promoters
Follow-up question for detractors
Follow-up question for detractors
Thank you screen
Thank you screen
Lennart Bijkerk
Lennart Bijkerk
Business Analyst
"For us, surveys are key elements in collecting user feedback across multiple areas. With Survey copilot, building the entire structure, content and styling takes just minutes."

Conclusion

By combining the power of Product Fruits' in-app surveys with the speed of AI Survey copilot, Retail Solutions has significantly improved the process of collecting user feedback in their platform.

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The result is a faster feedback loop, smarter product decisions and a stronger connection with end users.