The customer feedback paradox: shopkeepers need to hear the criticism, and most of it never reaches them. An unhappy customer rarely complains at the till. They leave, they do not come back, and the shop never learns why. What a shopkeeper needs is a channel simple enough to use in ten seconds, at the moment the experience is still fresh.
The Lecy loop
After every point earned, the customer can say how it went, on the page already in front of them. Two things then exist, side by side:
- The feedback → it reaches the shopkeeper in private, in the back office. The shopkeeper sees what went well, what went wrong, when, in which point of sale, and can act on it.
- The Google review → on the same page, the customer can leave a Google review in one tap, right after being served, in their own words. Lecy writes none, buys none, moderates none.
Why it is valuable for a network
At the scale of a chain, this feedback becomes a management tool: aggregated by shop and by period, it reveals the points of sale that are slipping before the visit figures show it. It is an early warning system on quality, provided by the loyalty programme, with no survey to send and no form to fill in.
And where does ethics come in?
No review is invented, bought or moderated. Reviews are written by real customers, in their own words, from their own phone, under their own name, after a visit proven by the NFC tap. Lecy changes the moment of the request, and removes the sign at the till and the ask by the staff. What ends up on the Google profile is what customers chose to write, or nothing.