SurveySensum cofounder Tanuj Diwan shared Azadea’s account of its customer-experience program on October 14, 2025. The lifestyle retailer uses SurveySensum to connect feedback from more than 750 stores with the teams responsible for the experience, across a business spanning more than 80 brands. Tanuj Diwan’s October 2025 customer update
Nathalie Karam, Azadea’s head of customer experience, describes how the company turned to SurveySensum after finding an internal approach difficult to scale. Store-specific QR codes let customers share feedback while tying each response to the right location.
Low ratings trigger tickets and alerts so a team member can follow up. The case remains open until it’s resolved. Managers can also examine feedback at the level of their own store or across the wider business, helping them locate recurring problems.
The case reports a 12-point increase in Net Promoter Score over a year. That result belongs to Azadea’s reported program and gives context to how the retailer used the capability.
SurveySensum helps enterprises connect customer feedback with the teams and decisions that shape the experience.
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