Success story · Food Retail
How Confiança Supermercados achieved a 100% response rate in 15 stores and won the Champion of Champions award at the Reputation Awards 2026, exceeding the average of its customer base in 10 out of 11 indicators.
4,6 → 4,7
Google Note
+127%
Reviews
100%
Response rate
Get to know CONFIDENCE
Confiança Supermercados is a food retail chain with 15 stores distributed across 6 cities, celebrating 43 years of history. With a high level of customer engagement and participation, the brand has always had a culture of listening to its customers and seeking to understand their expectations and areas for improvement, long before any digital tools were implemented.
Sector
Food Retail
6 squares
Size
15 stores
43 years of history
Partnership
Since 2022
4 years of partnership and results
response rate
100%
All reviews, all stores, always
What was the situation BEFORE HARMO?
Listening has always been part of the culture. What was lacking was transforming it into action on a large scale.
Confiança Supermercados has always sought to understand the desires and expectations of its customers; this has been part of the company's culture for 43 years. The challenge was different: with 15 stores spread across 6 cities and a high volume of customer feedback, it was necessary to provide access to the areas involved—customer service, product quality, supply—so that each department could transform feedback into practical and noticeable action for those in the store.
High volume of evaluations without distribution by area
With 15 stores and strong customer engagement, the challenge was to provide access to the right insights for each area: customer service, product, and supply.
Acknowledging mistakes is difficult, but necessary
Transforming each negative evaluation into an opportunity for growth required a structured process of analysis and response.
A culture of listening without a measurement tool
The company always listened to the customer, but lacked a way to measure that impact and show the path taken.
Practical actions that the customer notices in the store
The goal was not just to respond to evaluations, but to transform insights into training and initiatives that the customer would feel during the purchase process.
RESULTS
Confiança Supermercados has transformed 43 years of a listening culture into measurable results
Volume
+127%
Number of reviews
From 4,642 to 10,514 during that period.
REPUTATION
4,7
Average rating on Google, starting from 4.6 stars
Consistent growth with a high volume of evaluations.
ACTIVATION
28%
Converting promoters into reviews
19,068 active customers, 5,338 left reviews on Google.
drive-to-store
+21%
Increase in routes
From 70% to 73% of the total
Positive
+129%
Positive reviews
Negative rates fell from 5% to 3%.
Relationship
100%
Response rate to evaluations
All reviews, all stores, always.
IN THE VOICE OF THE CUSTOMER
"The pleasure of serving and delighting"
Confiança Supermercados · Top One · Reputation Awards 2026
The Champion of Champions of the Reputation Awards 2026
Confiança Supermercados outperformed the average of its customer base in 10 of the 11 indicators analyzed in the Yearbook, the most consistent performance among all 128 participating brands. This recognition reflects 43 years of a culture focused on listening to the customer and transforming that listening into action.
Your network could be the next case study
Speak with a specialist and see how Harmo can transform your network's reputation into measurable performance, store by store.