Shoppers notice everything: an empty shelf, a long checkout line, a messy restroom, a vending machine that took their money and kept the snack. Most won't complain. They just shop somewhere else. And when feedback, store walks and issue reports live on paper or in separate systems, you hear about problems after the customer is gone.
Touchwork runs on XOP, the Experience Operations Platform. Your teams hear from shoppers in the moment, confirm that every store, display and machine meets your standards, alert the right person and fix issues before they impact a sale.
65% of Americans say a positive experience influences their purchasing decisions more than advertising (PwC, 2022). In retail, that experience is shaped in seconds, and a single bad moment often points to something bigger: a stocking gap, a staffing shortage, a display that was never set or a machine that hasn't been serviced.
Most retailers collect feedback. Very few act on it while the shopper is still in the store. Surveys arrive days later, results don't reach the store or route team that can fix them and no one owns the follow-up. The cost shows up as lost sales, shrinking baskets and customers who quietly don't come back.
XOP connects what shoppers experience with what's happening in your stores and on your routes, so teams can respond in the moment, find the cause and make improvements that last.
Grocery shoppers visit often and notice small things: a thin produce display, a deli line that won't move, a spill no one cleaned up. With dozens or hundreds of stores, it's hard to know which ones are slipping until sales or scores show it.
Whether you run your own stores or sell through partners, your brand is judged on the shelf. But when someone else owns the store, you rarely hear from the people buying your products, and you can't always see whether your displays and promotions went up as planned.
Vending machines, micro-markets, smart coolers and self-service kiosks run without an attendant, in offices, transit stations, gyms, hotels and apartment buildings. When a machine is empty, broken or dirty, customers rarely report it. They just stop buying.
Shoppers at one grocery store scan the QR code at the exit to say the produce section was picked over. The store manager gets an alert and has the team restock within the hour. Freshness audits show the same gaps every Tuesday afternoon, and the trend points to a delivery window that lands after the morning rush. The chain moves the delivery, and complaints drop.
XOP connects each of those steps in one platform, so your team fixes the issue for the shopper in front of them and makes sure it doesn't happen to the next one.
XOP gives leaders a clear view across stores, brands and routes, and helps frontline teams focus on what needs attention right now.
Receive alerts, fix the problem and complete store walks or machine checks from a phone.
See shopper feedback, audit results and open issues for every location in one place, so nothing falls through the cracks.
Compare performance across stores, regions, retail partners and machines, spot patterns early and confirm improvements are showing up in sales and satisfaction.
You don't need the whole platform to benefit from XOP. Each Touchwork solution delivers value on its own, and they work together as you add more.
The moment it happens, you hear it. Not weeks later in a report.
Shoppers share feedback by scanning a QR code at the exit, on a shelf tag, receipt, package or machine, or by text, NFC tag, kiosk or link, without downloading an app. Negative feedback alerts the right manager while the shopper is still in the store.
Surveys measure satisfaction over time by store, department, product and machine.
Regular checks that keep every location compliant, and every team accountable.
Replace paper checklists and spreadsheets with mobile operational audits for cleanliness, food safety, freshness, merchandising, planogram and promotional compliance, and machine condition. Operational audits are scored automatically, with results and corrective actions tracked over time. Mystery shopping shows the experience through your shoppers' eyes.
Resolve issues fast.
Every reported problem becomes a case with a clear owner, a deadline and a follow-up. Managers see what's open, what's overdue and what's been fixed, with a full record of who did what and when.
The right help, right where it's needed.
Shoppers and staff scan a QR code to report a spill, an out-of-stock item, a restroom issue or a broken machine. The responsible team gets an alert with the location and details, so they know where to go and what to bring.
Show shoppers that their feedback led to change, in store and online. When people see results, they keep sharing and keep coming back.
Share promotions, new products and store updates with shoppers through opt-in text messages and in-store digital signage.
The analysis, made visible and easy to act on. All in one place.
Bring data from every Touchwork solution into one view. Drill down by region, store, department, product and machine to see what's working and where to focus next.
Surface the root cause, not just the symptom.
Abda analyzes large volumes of feedback and audit data together to find trends, recurring problems and training needs. It works on its own or alongside any Touchwork solution.
Shoppers rate their trip on the way out by kiosk, QR code or receipt. Managers see wait times, staff friendliness and overall satisfaction by store and time of day.
Hear from shoppers at the deli, bakery, meat and seafood, and prepared foods counters. Freshness and food safety audits confirm product quality and temperature logs.
Operational audits confirm planograms, end caps and promotional displays are set on time. QR codes on shelf tags and packaging capture what shoppers think of the product itself.
Shoppers report a messy restroom, a spill or a cart issue where they notice it. Routine inspections confirm every space is clean, safe and ready.
A QR code on each machine or kiosk lets customers report problems and request products. Route audits confirm machines are clean, stocked and priced correctly.
Banks, salons, fitness centers, car washes and other service locations capture feedback after every visit, and use mystery shopping and operational audits to keep each location consistent.
Whether you run a regional grocery chain, a national brand sold through thousands of retailers or a fleet of unattended machines, XOP helps your teams deliver a more consistent experience and improve the operations behind it.
