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Fashion & accessories

From first crush to lasting loyalty, manage every experience.

Wizville is the customer satisfaction management platform that brings together store satisfaction, omnichannel journeys, product reviews and local reputation to help every team understand what makes customers choose, buy and come back.

Talk to a fashion expert Discover the ETAM story
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Product pages covered ≈ 70 % ETAM Group · 900+ stores, 3 brands, 13 websites
+2.3% conversion observed at ETAM

Retail chains that make the voice of the customer an everyday tool

Etam Maison 123 Groupe Beaumanoir Caroll Cache Cache Devred Okaïdi DIM Darjeeling Louis Pion
Your categories

One sector, five worlds

One management platform, very different moments of truth. Select your category to see what Wizville listens to, detects and tracks.

Womenswear & lingerie

Advice, fitting room, cut, comfort and confidence: capture the details that make the difference without making the survey intrusive. In lingerie, expertise, discretion and the quality of the fit matter as much as the product.

Moments of truth
  1. Discovering the collection
  2. Availability of sizes, cuts and colours
  3. Welcome and advice, without pressure
  4. Fitting room, trying on and fit
  5. Cut and comfort in wear
  6. Exchange, return and refund
Pain points to detect
  • Size or cut unavailable at the moment of choice
  • Advice absent, or felt as pushy
  • Fitting room uncomfortable or not private enough
Indicators tracked
Store and e-commerce satisfactionQuality and relevance of adviceFitting room, trying on and availabilitySize, cut and comfort after purchase

Menswear

Measure availability, advice, fitting and efficiency to improve every store and every journey. The customer wants to find quickly, to be advised on a cut, or both.

Moments of truth
  1. Finding the product and availability
  2. Understanding the cuts
  3. Advice and putting an outfit together
  4. Trying on and possible alterations
  5. Checkout
  6. How the product holds up in wear
Pain points to detect
  • Sizes out of stock on the most popular pieces
  • Nobody to help when choosing a cut
  • Waiting at the fitting room or the checkout
Indicators tracked
Ease of finding the right productPerceived size availabilityQuality of advice and recommendationProduct satisfaction and intention to return

Childrenswear

The parent buys, the child wears. Link the family's experience to size, comfort, durability and post-purchase exchanges. Surveys are addressed to the buying parent, never directly to the child.

Moments of truth
  1. Choosing the size and availability
  2. Welcoming the parent and the child
  3. Moving around the store and trying on
  4. Delivery or collection
  5. Durability and care after several wears
  6. Size-related exchange
Pain points to detect
  • Garment too short or worn out sooner than expected
  • Store hard to get around with a pushchair
  • Complicated size exchange after a gift
Indicators tracked
Availability of sizes and collectionsWelcome for families and ease of the journeyComfort, durability and ease of careReasons for exchanges and how smoothly they go

Footwear

Shoe size alone is not enough: width, material, support and how the shoe evolves after several wears make the difference to satisfaction.

Moments of truth
  1. Searching by use and by style
  2. Information on size and shape
  3. Availability and advice
  4. Trying on and first steps
  5. Comfort after several hours or several days
  6. Return, exchange, repair or after-sales service
Pain points to detect
  • Size or width poorly anticipated by the product page
  • Comfort that deteriorates after a few wears
  • Finishing defect that recurs on the same reference
Indicators tracked
Perceived size and widthImmediate comfort and comfort in wearQuality of materials and finishesReasons for returns and after-sales handling

Accessories & watches

The purchase may be personal or intended as a gift: expertise, warranty and repair extend the relationship.

Moments of truth
  1. Discovery and advice
  2. Presentation and trying on
  3. Packaging and gift-wrapping
  4. Adjustment or resizing
  5. Warranty, repair and after-sales service
  6. Return of the item after servicing
Pain points to detect
  • Repair time poorly explained
  • Resizing or adjustment not offered
  • Missing information on the warranty
Indicators tracked
Perceived expertise and trustPackaging, gift-wrapping and presentationMeeting announced after-sales lead timesInformation during the repair
Wizville for fashion retailers

Your customers see only one brand

A size unavailable in store, an imprecise product page, a successful delivery or a complicated return all belong to the same experience. Wizville brings these signals together to give each team the reading it needs.

The in-store experience

From welcome to checkout: availability, advice, fitting room, waiting, handling an exchange. What happens in the store does not always travel beyond the store.

The omnichannel journey

Search, product page, click & collect, delivery, return, customer service: the customer judges a single promise, while the data lives in separate tools.

The product experience

Size, cut, comfort, material, colour accuracy, how it washes. An overall average does not tell you that a model runs small or that a clasp is a problem.

Local reputation

What the next visitor sees on each store's listing: welcome, advice, availability, waiting. Often tracked somewhere other than measured satisfaction.

Ce qui se joue en magasin, lisible dans une seule interface

Boutiques de mode femme, homme, enfant et accessoires reliées à l'interface Wizville de pilotage du réseau.
Illustration de l'interface Wizville — données fictives.
The method

From customer signal to decision

A score tells you something is happening. Context and verbatims tell you what to improve, and which team should do it.

  1. Step 1 Listen A survey adapted to the journey actually experienced: in-store purchase, online order, delivery, return, after-sales service, or experience after a relevant delay + centralised public reviews.
  2. Step 2 Understand Scores and verbatims analysed by theme and sentiment, read by journey, store, region, brand, product, collection, size or period depending on the data available.
  3. Step 3 Act Alert the team concerned: store, e-commerce, customer service, product, quality or after-sales. Reply to the customer, follow up a dissatisfaction, enrich a product page or roll out a network action plan.
  4. Result Showcase Product reviews published in a transparent framework, best practices shared between comparable stores, and a local reputation that is more consistent from one store to the next.
Four voices, one governance

Connect the experience to the right level of decision

Bring every voice into a single strategy, without confusing their stakes, their teams or their actions.

Store

The question asked

How did the visit go?

Who owns it Store and regional management
Example action

Coach the welcome or reorganise the checkout.

Omnichannel

The question asked

Was the journey smooth?

Who owns it E-commerce, operations and customer service
Example action

Simplify an in-store collection or a return request.

Product

The question asked

Does the product keep its promise?

Who owns it Product, quality and e-merchandising
Example action

Adjust a size guide or correct a product page.

Local reputation

The question asked

What does the next visitor see?

Who owns it Store, network and online reputation
Example action

Reply to reviews and fix a recurring irritant.

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Product reviews

Turn product reviews into a guide for customers and for teams

Collect verified, contextualised reviews (product, variant, size, market, date) to pinpoint areas for improvement and evolve your product pages, size guides, products and quality standards.

 

Cover more product pages

At ETAM Group, nearly 70% of product pages carry reviews, and seven in ten of them show at least ten.

Answer what makes customers hesitate

Size, cut, comfort, colour accuracy, how it holds up in wear: information reduces purchase uncertainty.

Detect the references to watch

Recurring themes surface the priority areas for optimisation.

Share with e-commerce, product and quality

Each team receives what concerns it, and negative reviews are followed through to resolution.

Network management

Give head office the big picture and store teams the means to act

Head office manages network performance and prioritises actions; each store tracks its own feedback, responds to dissatisfactions and documents how they were handled.

Compare like with like

Segmentation makes it possible to compare stores with different formats and footfall fairly.

Priorities, not a sanction

The ranking should serve to target support and share best practices, not to punish.

Read the commercial peaks

Comparing equivalent periods avoids misleading conclusions.

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Multi-brand, multi-country

Everyone sees exactly their own scope

A shared governance adapts to each brand, country, journey and store, as at ETAM with three brands, more than 900 stores and thirteen multilingual websites.

Management and head office
Compare stores, brands, regions, journeys and periods, spot recurring causes and set network priorities.
Region or brand
Identify the stores that need support, track adoption and spread the practices that work.
Store
See the feedback for its own scope, receive its alerts, reply, act and measure its progress.
Product and e-commerce
Read product page coverage, themes by reference and by size, and the perceived quality of the collections.
Access and scopes are managed per employee — useful when teams rotate with the retail seasons.
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Responsible local online reputation

Manage each store's reputation without losing the brand's voice

Centralise reviews, identify recurring topics and coordinate replies to turn your local reputation into a lever for continuous improvement.

Invitations to leave a review must be neutral and sent to eligible customers under a common rule, with no selection based on their level of satisfaction.

A shared reading

Reviews from all your stores in a single feed, attributed to the right store and the right themes.

Themes and weak signals

Welcome, advice, availability, waiting, fitting room, checkout, handling an exchange: what is emerging locally and across the network.

Clear replies and responsibilities

Who replies, within what timeframe and in what tone: the framework is set by head office, the reply stays personalised.

Rating, volume, recency, response rate

The four indicators that make a listing credible, tracked store by store.

Customer proof

ETAM turns product reviews into a tool for trust and management

At ETAM, differentiated collection between stores and e-commerce enriches reviews, sheds light on customer expectations and coordinates teams. More than 70% of ratings exceed 4.5/5 and a 2.3% conversion uplift was observed on this specific scope.

900+ stores involved
13 multilingual websites, 3 brands
≈ 70 % of product pages covered by reviews
+2,3 % conversion observed at ETAM
Read the ETAM story
etam-un-magasin-ultra-connecte-pour-fluidifier-experience-magasin
« The point with WizVille isn't just to collect reviews. It's to use them to identify irritants, prioritise actions and manage customer satisfaction in a concrete way. »
Audrey Michaud E-commerce & Omnichannel Project Manager — ETAM
Frequently asked questions

Satisfaction, product reviews and online reputation: your questions

By distinguishing the journeys actually experienced: in-store visit or purchase, e-commerce order, click & collect, delivery, return, after-sales service and use of the product. Short, targeted surveys are then complemented by product reviews, spontaneous feedback and public reviews. The rule is not to ask everyone the same questions: a customer who received a home delivery should not be asked about the welcome at the checkout, and a return is not to be confused with the initial purchase.

A product review helps customers choose a reference: it informs on size, cut, comfort, material or quality, and is aimed at the e-commerce, product, quality and merchandising teams. A Google review mainly describes the experience of a store — welcome, advice, availability, waiting, checkout — and concerns the store, the region and online reputation. Both contribute to trust, but they have neither the same data, nor the same indicators, nor the same owners: to be brought together in the strategy, not confused in the dashboards.

By analysing verbatims by reference, variant, size, period and market rather than reading an average score. Recurring themes can reveal a cut that runs small, a colour that differs from the photos, an uncomfortable material, a faulty fastening or an imprecise description, and guide the product, quality and e-commerce teams. The analysis proposes priorities; the commercial and quality decisions remain with your teams.

Fashion & accessories

What if every review helped your next customer, and your teams?

Discover how WizVille can bring together your brand's store experience, omnichannel journeys, product reviews and local reputation.

  • A listening journey adapted to your categories and your channels
  • Head office, regional, store and product dashboards
  • The framework for product reviews and neutral invitations to public reviews

Request a demo

Request a personalised demo

A demo tailored to your organisation, your journeys and your product categories.