METRO Case Study

Pobuca assisted METRO in transforming its customer experience (CX) by implementing the Pobuca Experience Cloud, an AI-powered platform that centralized feedback from various touchpoints, including Google reviews, social media, emails, and surveys.

Company profile METRO AEBE is one of the largest Greek-owned companies in the food retail and wholesale sector, operating under two main brands: My Market, a supermarket chain (B2C), and METRO Cash & Carry, serving professional customers (B2B). With over 300 locations across Greece, METRO is a trusted partner in both consumer and business markets. The challenge

• • Fragmented Feedback: Customer data was scattered across disconnected sources like surveys, reviews, emails, social media, and call centers, making it difficult to form a unified view.

  • CX Measurement Gaps: Consistency was lacking in measuring satisfaction and loyalty (NPS, CSAT) across digital channels, hindering the identification of improvement areas.

  • Low Social Engagement: Response rates to customer messages, particularly in private threads, were low or non-existent.

  • Delayed Issue Resolution: Problems reported via social media and email were resolved slowly or escalated poorly compared to the high-performing call center.

  • Disconnected Channels: Lack of clear ownership led to inconsistent service experiences across physical stores, digital platforms, and support centers.