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Customer story

Structuring and steering customer satisfaction at scale

Delivering a unified experience across a multi-brand group: the TERACT Group story.

  • 5 Brands involved within TERACT Group
  • +1,700 Stores covered by the programme
  • +915,000 Reviews collected in 2024
The challenge

Across a group that brings together garden centres, pet stores and food retail brands, TERACT had to structure customer listening at scale. The challenge: set a common framework, give local teams clear reference points, and make reviews a management tool shared between the shop floor and head office.

01

Objectives

TERACT Group wanted a common framework for tracking the experience in store, online and across Google reviews. Local teams needed clear reference points to understand their priorities, while head office wanted to unify the metrics and base its decisions on consolidated feedback.

02

Why WizVille?

WizVille provides a single platform that brings store, e-commerce, product and Google reviews together in one unified environment. Local teams reach their own metrics easily; regions track trends across their scope; head office gets consistent analysis by brand, by channel or by type of experience.

The platform also makes it easier to respond to dissatisfaction, publish verified reviews and analyse verbatim feedback to inform action plans.

03

What was deployed

The group rolled out a programme covering every journey: in-store post-purchase, e-commerce, product reviews and Google reviews.

Each channel has its own tailored questionnaire and a controlled request cadence.
Stores receive alerts when a customer is dissatisfied and rely on automated reports to run their routines: reading reviews, discussing them as a team, pinpointing friction.
Publishing verified reviews strengthens local visibility, while verbatim analysis brings out the trends, expectations and weak signals specific to each brand.

Results

  1. Unified customer listening across the group's brands

    The programme lets teams base decisions on a shared reading of the data, while keeping the granularity local management needs.

  2. Clear metrics for managers

    Head office tracks how journeys evolve, and the experience becomes more consistent across the group.

“

WizVille has become an everyday tool, for store managers and head-office teams alike. It lets us steer customer satisfaction as one, despite the diversity of our brands and IT systems.

Mathieu Lino Mathieu Lino Customer Insight & Performance — TERACT Group
Project highlights

What was put in place

Post-purchase survey
Dashboard
Management routines
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About the customer

TERACT Group

TERACT is a French responsible-retail group built around two businesses: garden and pet retail, and food. It brings together several well-known brands, including Jardiland, Gamm vert, Delbard, Jardineries du Terroir and Boulangerie Louise.

The group pursues a sustainable approach to retail, with an emphasis on quality, local presence and traceability. TERACT is also strengthening its omnichannel setup, relaunching its e-commerce sites and building a marketplace with a wider assortment.

Its mission: to offer responsible products and support consumers in their everyday lives, from gardening to food.

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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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