Goodays
Navigating CX to Drive Loyalty and Growth

AI is often dismissed as impersonal, but Goodays is turning this perception on its head with its cutting-edge AI-powered customer experience (CX) management platform. By uncovering the sparks that ignite loyalty and transforming those insights into actionable strategies, Goodays is redefining what it means to truly understand and serve customers, and ushering companies into a new era of personalised connection and growth.

The algorithms decode the subtleties of customer sentiment, pinpointing pain points in customer journeys and critical satisfaction trends. This enables businesses to make swift, data-driven adjustments to improve their services.

“With AI at the core, Goodays delivers a level of understanding that simply wasn’t possible before. It identifies underlying patterns, predicts emerging issues and provides actionable recommendations,” says Thibaut Carlier, co-founder.

It all started in Lille, France, in 2012, when Goodays began implementing real-time feedback systems for major grocery players such as Carrefour and E. Leclerc to enhance the shopping experience, streamline service and increase customer loyalty. Success helped it expand across sectors. It now serves over 150 enterprise clients, including Domino’s Pizza, Galeries Lafayette and Leroy Merlin and supports 85 percent of France’s supermarkets and hypermarkets, providing real-time analytics along with AI-driven insights to offer actionable recommendations that enhance customer experiences.

Transforming Feedback into Results

Customer feedback is often an untapped resource; valuable yet scattered, insightful but underutilised. Goodays addresses this challenge by transforming disparate data points into actionable strategies that drive measurable outcomes. At its core, the platform employs a robust measurement and reporting framework built on the net promoter score (NPS). This foundation provides a comprehensive view of CX performance, enabling organisations to pinpoint strengths and resolve weaknesses across operational levels.

The insights align with a ‘close-the-loop’ methodology, which empowers field teams to locally resolve over 80 percent of customer concerns. For instance, a retail store manager receiving feedback about delayed service can immediately address the issue, improving satisfaction where it matters most. The remaining 20 percent— typically involving complex or systemic challenges—is escalated to central teams for broader organisational resolution, ensuring no feedback goes unaddressed.

The results speak for themselves. Companies report significant improvements in NPS and deeper customer relationships. The platform’s adaptability enhances its appeal across industries. Retailers, for example, consolidate customer feedback from instore, online and third-party platforms like Google, yielding actionable insights across channels.

Similarly, hospitality businesses integrate reviews from TripAdvisor, Deliveroo and Uber Eats, gaining a unified performance overview. In banking, tailored satisfaction surveys provide precise insights to enhance complex customer journeys.

Goodays’ versatility extends to its collaborative framework. Leadership teams at headquarters use advanced analytics to prioritise strategic initiatives and track performance. Middle managers ensure accountability across regions while local teams leverage intuitive tools to implement tangible improvements. This interconnected approach transforms customer experience from a static objective into an ongoing organisation-wide effort, uniting all levels of the company in the pursuit of excellence.

Harnessing Generative AI for Actionable Insights

The rise of generative AI in 2022 reshaped industries, offering innovative solutions to longstanding challenges in CX programmes. For Goodays, this technological leap was a chance to further improve how customer feedback can be transformed into tangible actions. Establishing a dedicated AI Lab and partnering with industry leaders like OpenAI, Microsoft and Mistral AI combined cutting-edge advancements that enhance, rather than replace, human interaction.

This strategy has already delivered impactful outcomes. One example is the AI-powered response assistant, designed to streamline how organisations act on customer feedback. By generating personalised, contextually relevant replies in seconds, the assistant reduces response times by 75 percent and improves response quality by 25 percent. Crucially, it maintains flexibility, allowing teams to customise tone and style, ensuring alignment with brand identity. Processing over a million reviews within months, this tool showcases the balance of efficiency and authenticity.

Another game-changer is the Insight module, an AI-driven solution that shifts CX management from reactive to proactive. Businesses often need help managing overwhelming feedback. Insight resolves this with a structured, data-driven approach:

● Prioritise—Advanced algorithms identify critical factors influencing satisfaction, detecting issues before they escalate.
● Act—Tailored, AI-driven recommendations offer precise solutions to challenges, enabling faster and more effective responses.
● Track—Real-time progress tracking evaluates the success of initiatives, allowing teams to refine strategies dynamically.

Integrating generative AI has been helping businesses leverage semantic analysis, predictive modelling and diagnostic tools to guide decision-making. As the technology matures, it will only benefit how organisations deliver consistent improvements in customer satisfaction and engagement.

The Goodays Effect

The adoption of AI-powered innovations on the platform has been transformative. Among its 100,000 daily users, 70 percent have engaged with at least one AI-driven feature. Notably, 80 percent of these users had no prior experience with generative AI tools before using Goodays. This underscores the platform’s accessibility and its success in demystifying AI.

“For many enterprise clients, Goodays marks their first experience deploying AI at scale in production environments. This milestone reflects the trust organisations place in Goodays to guide their AI journeys and highlights the tangible value its innovations deliver,” says Carlier.

Global brand Domino’s Pizza used Goodays to centralise customer feedback across thousands of locations in the AsiaPacific region, including Australia, Japan, New Zealand and Europe. The centralised system enabled local teams to act promptly on customer reviews, fostering greater engagement and accountability throughout the organisation. The result was an agile, responsive CX strategy that addressed the unique needs of each region while remaining aligned with Domino’s broader goals.

A key to this success was the ability to engage franchises, where upholding consistently high CX standards is often challenging. Goodays provided the tools and expertise to bridge the gap. By fostering collaboration between corporate leadership and franchisees, the platform unified Domino’s approach to CX. This collaboration drove significant improvements in NPS, strengthened customer loyalty and contributed to measurable business growth.

For many businesses, success is about more than innovation, skilled teams or ambitious goals; it hinges on building lasting customer relationships. Goodays plays a pivotal role in this journey, transforming the complexities of customer experience into opportunities for meaningful connection and measurable improvement.