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Customer story · Ready-to-wear · 5 countries

Maison 123 drives customer satisfaction across 192 stores and scores 4.79/5 on Google

How Maison 123 structured customer listening, engaged its network, and gave its customers' voice real weight in store and online.

  • 192 stores
  • 88,000 customer reviews a year
  • 5 countries
Objectives and results

Building end-to-end management of customer satisfaction, from signal to action

01

Objectives

In a network as dense and demanding as Maison 123's, the challenge was to build a clear, prioritised approach to customer satisfaction. The retailer wanted to centralise feedback, automate how it is handled, identify what creates the most value, and track progress locally.

02

Why WizVille?

WizVille lets Maison 123 manage customer satisfaction across the board: Google review collection, in-the-moment surveys, semantic analysis of verbatim feedback and AI recommendations. The dashboards give every employee, from head office to store, a clear view of what needs attention, prioritised by impact on satisfaction or revenue.

03

What was deployed

  • Google reviews centralised and in-the-moment surveys sent automatically

  • Personalised dashboards by role: head office, network management, store

  • Automatic detection of weak signals, with targeted alerts and notifications

  • AI-assisted replies generated by WizVille

  • A visual read on how satisfaction moves business metrics (basket, footfall…)

Results

  1. Unified management across the whole network

    Google reviews and in-the-moment surveys land in the same tool, from head office to store, across all 192 stores.

  2. A Google rating of 4.79/5

    Rising steadily, driven by how field teams engage with the feedback they receive.

  3. Automatic prioritisation

    AI identifies the highest-impact topics store by store, so effort goes where it creates the most value.

“

WizVille lets us read our customers' expectations in fine detail and respond to them precisely, in a constant pursuit of excellence.

Beljia BENAMER Beljia BENAMER Sales Director at Maison 123
Project highlights

What was put in place

Structured review collection
Personalised dashboards
Areas for improvement
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About the customer

Maison 123

Maison 123 is a brand of the Etam group, specialising in accessible, elegant womenswear. The network numbers close to 200 stores in France and internationally. Through a carefully crafted customer experience and personalised advice, Maison 123 cultivates a close relationship with its customers.

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  • A clear read on your network, location by location
  • The satisfaction drivers that weigh most on your sales
  • A feedback programme matched to your customer journeys

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