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Non-food retail

Turn every purchase, consultation and project into loyalty.

Wizville brings together store satisfaction, omnichannel journeys, product reviews and local reputation to help specialty retail chains act, from head office to every store.

See the platform in action Discover the TERACT case study
ChatGPT Image 23 août 2026, 17_36_21
Network roll-out 1 700+ stores involved at TERACT — figures presented in the case study
915,000+ reviews collected in 2024 (TERACT case study)

Specialty retailers, one shared demand for action

Truffaut Jardiland Kingfisher Castorama Schmidt Grand Litier Stokomani Office Depot
Your sectors

One platform for every reality of specialty retail

The management foundation is shared, but each sector has its own moments of truth and its own questionnaire. Select yours:

Garden, pet & pool

Seasonal availability, plant quality, advice and after-purchase follow-up: Wizville separates each pain point by season, sector and store to better support customer projects.

Moments of truth
  1. Research and preparing the visit
  2. Seasonal availability
  3. Plant condition and quality
  4. Adviser expertise
  5. Click & collect, loading or delivery
  6. Care advice, set-up and after-sales
Pain points to detect
  • Out of stock at peak season, with no alternative offered
  • Plants or equipment that don't last after purchase
  • No care advice, project fails at home
Indicators tracked
Availability and perceived qualityUsefulness of advice and expertisePickup, loading and deliveryProject success, product reviews and local rating

DIY, building materials & home

The right product, reliable stock, expert advice and suitable logistics: Wizville separates consumer and trade journeys, then checks announced availability against the actual experience.

Moments of truth
  1. Research and compatibility
  2. Availability and quantity
  3. Access, parking and pickup
  4. Technical advice
  5. Quotes, order preparation and site delivery
  6. Returns, after-sales and spare parts
Pain points to detect
  • Stock shown as available, unavailable at pickup
  • Order incomplete, damaged or delivered outside the slot
  • Product incompatible with the job in progress
Indicators tracked
Stock and quantity reliabilityQuality of advice and compatibilityPunctuality, conformity and customer effortTrade account satisfaction and resolution

Kitchens, home fitting & bedding

From inspiration to after-sales, Wizville tracks every stage of long projects, pinpoints the origin of pain points and detects risks before installation or handover.

Moments of truth
  1. Booking an appointment and showroom welcome
  2. Understanding the need and the budget
  3. Design and visualisation
  4. Quote, transparency and post-quote follow-up
  5. Order, information and meeting the deadline
  6. Delivery, installation, snags and handover
Pain points to detect
  • Quote misunderstood or promise not passed on
  • Incorrect measurements, incomplete or damaged product
  • Deadline change not communicated, snags not dealt with
Indicators tracked
Trust after the appointment and understanding of the quoteDesign quality and information receivedDeadline met, conformity and installation qualityHandling of snags, resolution and local reviews

Beauty & fragrance

Wizville measures, without intrusive questions, personalisation and consistency across advice, product, store and e-commerce. It separates the product from the relationship and preserves brand identity.

Moments of truth
  1. Welcome and availability of an adviser
  2. Identifying the need
  3. Quality and subtlety of the recommendation
  4. Trial and sampling
  5. Checkout, packaging and delivery
  6. Product experience in use
Pain points to detect
  • Impersonal advice, or perceived sales pressure
  • Product unavailable in the local store
  • Gap between the sensory promise and actual use
Indicators tracked
Welcome, listening and relevance of advicePerceived sales pressureAvailability, waiting time and presentationProduct satisfaction, loyalty and local rating

Clearance & circular economy

Bargain or second life: Wizville puts unavailability in context, measures flow at peak times and harmonises the experience across a growing network, without sacrificing trust.

Moments of truth
  1. Perception of the offer and prices
  2. Store organisation and clarity
  3. Welcome and checkout waiting time
  4. Product condition and online description
  5. Delivery, returns and resolution
  6. Understanding of the mission or impact
Pain points to detect
  • Untidy shelves and queues at peak hours
  • Actual product condition far from its description
  • Returns or refunds experienced as an obstacle course
Indicators tracked
Value for money and clarity of the offerPerceived availability and checkout flowCondition, conformity and trust in the sellerReturns, resolution and intention to come back

Toys, leisure & active mobility

From choice to first use, Wizville separates advice, product and services, including workshop and repairs. Listening adapts to seasonal peaks.

Moments of truth
  1. Research and availability
  2. Advice, safety and fit for use
  3. Trial or demonstration
  4. Preparation, pickup or delivery
  5. Assembly, adjustment and first use
  6. Workshop, repairs and after-sales
Pain points to detect
  • Product ill-suited to age, size or skill level
  • Rushed handover, use poorly explained
  • Workshop lead time announced then overrun, in peak season
Indicators tracked
Availability and suitability of advicePerceived safety and quality of the trialPreparation, adjustment and first useWorkshop, resolution, product reviews and local reviews

Trade supplies & equipment

Wizville makes every step of the business purchase reliable, from availability to invoicing. Management distinguishes user, buyer, decision-maker and administrator, and measures the relationship over time.

Moments of truth
  1. Research and availability
  2. Prices and account terms
  3. Quotes and repeat orders
  4. Internal approval
  5. Complete delivery and invoicing
  6. Account manager and customer service
Pain points to detect
  • Repeated partial orders or delays
  • Incorrect invoice or hard to reconcile
  • Changing contact, context to explain again
Indicators tracked
Ease of ordering and accuracyComplete, on-time deliveryInvoicing, customer effort and resolutionRelationship satisfaction, repeat purchase and recommendation
See how Wizville adapts to your network

One network. Very different experiences.

From the quick purchase to the multi-month project, specialty retail has to understand every journey while keeping the same promise, in every store, on every channel and at every step.

One journey, several channels

The customer moves from the web to the store, then to pickup, delivery or after-sales. They don't experience several channels, but a single journey to manage.

A product judged in use

Quality, durability, assembly or compatibility: the product review measures fitness for use, and is managed differently from a store review.

A reputation decided locally

The more committing a project, the more reviews on lead times, after-sales and so on count. A chain-wide average does not reflect the reality of each store.

An often hybrid network

Different brands, formats, countries or statuses: a shared foundation ensures comparability, while questions and views adapt to each brand and role.

Three rhythms of experience

For every purchase, the right moment to listen

Impulse purchases, advised purchases and long projects are not assessed with the same questionnaire, nor at the same moment. Personalisation depends more on the rhythm of the journey than on the product category.

  1. A few minutes

    Immediate purchase

    Clearance, beauty, toys, home decor, everyday supplies

    Moments of truth
    • Product availability
    • Price clarity
    • Welcome
    • Checkout waiting time
    • Returns or exchanges
    Example question

    Did you find what you were looking for, and how did checkout go?

    The pain point to detect

    A wrong stock promise: the customer made the trip for nothing, and the pain point repeats store after store.

    The expected action

    A very short survey, a signal sent to the store the same day, and the reliability of displayed stock checked on the product concerned.

  2. One visit, sometimes two

    Advised purchase

    Garden, pet, bedding, bikes, fragrance, technical DIY

    Moments of truth
    • Finding an adviser
    • Understanding the need
    • Relevance of the recommendation
    • Explanation of limits and conditions
    • Freedom to decide
    • Confirmation in use
    Example question

    Was your need understood before a product was suggested to you?

    The pain point to detect

    Advice that seemed credible in store, contradicted by actual use of the product — or perceived sales pressure.

    The expected action

    Track relevance and clarity of explanation separately from adviser availability, and make verbatims a training topic rather than an individual score.

  3. Several weeks or months

    Long project

    Kitchens, home fitting, pools, renovation, building materials and home projects

    Moments of truth
    • Appointment and design
    • Quote and transparency
    • Order and information
    • Delivery
    • Installation and snags
    • Handover and after-sales
    Example question

    Does what was delivered and installed match what you were promised?

    The pain point to detect

    A promise made at the quote stage, not passed on to the team that delivers or installs: the customer, for their part, has only one counterpart — the retailer.

    The expected action

    Listen at the useful milestones rather than once at the end, to locate the interface where the promise was lost and pick the file back up before handover.

The goal is not to send more surveys: it is to trigger the right listening at the right moment, with frequency-capping and deduplication rules.

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

Showroom de cuisines, espace literie, rayon jouets et comptoir de fournitures de bureau reliés à l'interface Wizville de pilotage du réseau.
Illustration de l'interface Wizville — données fictives.
Four voices, one reading

Store, omnichannel, product and local reputation brought together

A customer experience platform goes beyond questionnaires: it brings together four sources and gives each level (head office, region, store and business teams) the reading it needs.

Store voice

The question asked

How did your visit go?

Who manages it Store, region and network management
Example action

Fix the welcome, shelf availability or checkout organisation, in an identified store.

Omnichannel voice

The question asked

Did the journey keep its promise, from the website to installation?

Who manages it E-commerce, operations, delivery, installation and customer service
Example action

Correct a poorly prepared pickup, a missed delivery slot or an after-sales team asking again for information already provided.

Product voice

The question asked

Does the product match its intended use?

Who manages it Range, purchasing, quality and e-merchandising
Example action

Complete a product page, revise an assembly guide, report a recurring defect to the manufacturer.

Local public voice

The question asked

What does the next customer looking for a store see?

Who manages it Store, network, local marketing and online reputation
Example action

Reply to reviews, track rating, volume and recency per location, and handle the recurring pain point.

The four voices come together in the strategy, but keep separate dashboards, responsibilities and response rules.
The method

From customer feedback to action in store

A score tells you something is happening. Context and verbatims tell you what to improve, where, and by which team.

  1. Step 1 Listen Trigger the right survey after each key moment, with the right channel and context, without over-soliciting your customers.
  2. Step 2 Understand Beyond the network average, analyse scores and verbatims by theme, brand, sector, store, region or journey to identify causes and know what to fix.
  3. Step 3 Act Wizville detects dissatisfaction, triggers the alert, assigns the case and tracks its resolution. Your teams remain responsible for calling the customer back and for actions through to closure.
  4. Result Move the network forward Store brief, priority of the week, benchmark, best practices and action tracking: management becomes part of the daily routine. Local reputation then reflects the work done in store.
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From verbatim to action

What happens when a customer is not satisfied

Every dissatisfaction triggers an alert, assigned and tracked through to closure. It is not the score that changes things, but how it is handled.

Link before alerting

A verbatim becomes actionable when it is linked to a theme, a location, a journey and a date. Otherwise, the alert is just a notification.

Who receives the alert

Routing rules adapt to your organisation to assign each piece of feedback to the right team, without turning head office into a single response centre.

Who calls back, and how fast

Deadlines, escalations and closures: governance is defined with you during roll-out, not imposed by the tool.

What the network learns from it

Postponed installation, unreliable stock or an unusable assembly guide: every incident becomes a shared lesson.

Long projects

Stop losing the customer between the quote and after-sales

Kitchens, renovation, bedding or furniture involve several players, from the salesperson to the installer. Breakdowns often happen between them, without a final score revealing where they came from.

  1. Step 1

    Rendez-vous

    The risk at this step

    An appointment obtained late, or a visit prepared without the need being understood beforehand.

    The signal to collect

    Ease of booking, showroom welcome and feeling of having been listened to on need and budget.

  2. Step 2

    Advice and design

    The risk at this step

    A project drawn up before the real constraints — space, use, budget — were set out.

    The signal to collect

    Design quality, usefulness of the visualisation and credibility of the recommendation.

  3. Step 3

    Quote

    The risk at this step

    A quote whose scope, options and exclusions are not understood — trust is decided here.

    The signal to collect

    Understanding of the quote, perceived transparency and trust after the appointment, measured before purchase.

  4. Step 4

    Order

    The risk at this step

    A promise made at the sale, never passed on to the teams who will prepare, deliver and install.

    The signal to collect

    Clarity of the confirmation, information received and consistency between what was promised and what was committed to.

  5. Step 5

    Delivery

    The risk at this step

    Missed slot, incomplete or damaged product, deadline change not communicated.

    The signal to collect

    Choice and respect of the slot, conformity and condition of the product, quality of information when something goes wrong.

  6. Step 6

    Installation

    The risk at this step

    Incorrect measurements, unfinished installation, site left untidy or fitter with no identified supervisor.

    The signal to collect

    Professionalism of the fitter, cleanliness, handover explanation and installation completed to the end.

  7. Step 7

    Handover

    The risk at this step

    Snags noted at handover, then hard to get dealt with — the customer chases instead of the retailer.

    The signal to collect

    Snags raised, time to take charge and perceived conformity of the delivered project.

  8. Step 8

    After-sales

    The risk at this step

    An after-sales team asking again for information already provided, or a case changing hands with no history.

    The signal to collect

    Effort asked of the customer, total time, resolution obtained and intention to recommend despite the incident.

Milestones are chosen according to the journey, with frequency-capping and deduplication rules.
Network management

A shared framework, local priorities

In multi-brand, multi-format groups, shared indicators ensure comparability, while tailored questions preserve local relevance.

Compare like with like

Comparing similar formats, areas and footfall avoids false gaps.

Read activity peaks

A peak is compared with a peak, so as not to penalise the stores that absorb the most footfall.

Understand to perform

The benchmark compares each store with its own trend and with similar sites to share best practices.

Drive, don't just measure

Briefs, alerts, priorities and action plans: results leave the monthly committee to drive team rituals.

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Company-owned, franchised, affiliated, member stores

Group, brand, region, store: a view for each

The set-up adapts to every level of the organisation: group, brand, region, format, sector, store and role.

Group and head office
Track trends by brand, sector and journey, harmonise indicators without erasing specifics, and prioritise network programmes.
Brand
Keep its own questions, journeys and thresholds, while remaining readable within the group's shared framework.
Region and network coordination
Identify the stores that need support, compare consistent perimeters and spread the practices that work.
Store, showroom or depot
See the feedback for its perimeter, receive its alerts, call the customer back, reply to reviews and measure its progress.
Access and perimeters are managed per employee — useful in a network where teams, franchisees and members change.
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Product reviews

Make product reviews a tool for reassurance and improvement

Beyond the stars, the product review reveals fitness for use and informs e-commerce, purchasing, quality, manufacturers and customer service.

Unsuited to recurring or made-to-measure orders, product reviews must be published with transparency about how they are checked, any incentives and purchase verification.

Reassure before purchase

Rating, volume and recent reviews shown on each product page, collected after a verifiable purchase.

Detect a batch problem

Assembly, dimensions, missing parts: when a problem repeats on one product, it becomes a quality signal.

Feed range and quality

Feedback from use guides variants, product pages and listings: it is product data as much as customer data.

Shed light on durability and second life

Wizville collects customer perception of robustness, maintenance, repairability and the condition of second-hand products, without computing an index.

Google · Tours Nord store · 4 h ago

“Great advice on choosing the product, but the item was shown as available on the website and nowhere to be found at pickup. Nobody could tell me when it would be back.”

Suggested reply
Written in the brand's tone · to be approved

Hello, thank you for your feedback, and thank you for highlighting the quality of the advice you received in store. You are right on the essential point: an announced availability must be reliable, and if it is not, we owe you a solution and a date. We have gone over this with the store team and will call you back to offer an alternative.

Publish Edit Human approval before publication — no reply is published automatically.
Responsible local online reputation

Manage trust, store by store

For a committing purchase, the customer compares locally: rating, recent reviews, replies, lead times, installation and after-sales. Reputation is therefore managed location by location, not as a chain-wide average.

Invitations to leave a review are neutral, with no incentive and no selection based on satisfaction. Replying publicly does not solve the problem, but shows it is taken seriously.

A consolidated view

Reviews from all your stores in a single feed, linked to the right location and the right themes, across the platforms and countries actually covered.

Rating, volume, recency, replies

The four indicators that make a listing credible, tracked store by store rather than as a chain-wide average — with the distribution of ratings, not just the mean.

Clear responsibilities

Who replies, how fast, in what tone, and which cases escalate: the framework is set by head office, the reply stays local and in context.

Replying is not resolving

The best workflow links the review to an action in store when the customer can be identified and contacted again within an authorised framework. Handling status is tracked as an indicator in its own right.

Customer proof

TERACT unifies listening without standardising its brands

Several brands, several systems, one management framework: the set-up covers post-purchase in store, e-commerce, product reviews and Google reviews, with dashboards tailored to local teams, regions and head office, dissatisfaction alerts and coordination rituals that feed store briefs. Each brand keeps its own questions and journeys, while remaining readable in a harmonised view. Figures presented in the Wizville case study, for 2024 — to be re-validated before reuse in a campaign.

5 brands involved
1 700+ stores involved
915 000+ reviews collected in 2024
See the TERACT case study
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Frequently asked questions

Satisfaction, product reviews and online reputation: your questions

By triggering appropriate listening after the main events — purchase, consultation, pickup, delivery, installation or after-sales — then analysing the results by journey, store, sector and theme. Frequency-capping and deduplication rules avoid surveying a customer several times about the same experience. The value does not come from the score alone: it comes from tracking the actions taken after the feedback.

By measuring the key stages rather than a single final score: appointment, quote, order, information, delivery, installation, handover and after-sales. An overall score does not say where the relationship broke down, whereas breakdowns almost always occur at the interfaces between teams — sales, warehouse, carrier, installer, customer service. Milestones are chosen according to the journey, so as not to over-solicit the customer.

A product review helps choose a product: it covers quality, durability, assembly, dimensions, actual appearance or compatibility, and is of interest to e-commerce, range and quality. A store review helps choose a store: it reflects welcome, expertise, availability, pickup, delivery and resolution, and is of interest to the store, the region and local marketing. They are complementary, but are not managed the same way — dashboards, responsibilities and response rules remain separate.

Non-food retail

What if every piece of feedback moved your whole network forward?

Discover how Wizville adapts listening, analysis and actions to the journeys of your brands and your stores.

  • Listening triggered by the events in your journeys, from checkout to installation
  • Routing of dissatisfaction from head office to store, tracked through to closure
  • Product reviews and local reviews brought together, with neutral solicitation rules
Talk to a retail expert

A demo tailored to your sectors, your journeys and your network organisation.