Marco Pizza, co-founder of Satisfaid tells us how the mobile app allows entrepreneurs to monitor their clients’ journey while measuring the customer experience.
First of all, how are you and your family doing in these COVID-19 times?
Marco Pizza: As much as everyone’s suffering the situation, we try to remain positive for what’s coming after, there must be a turning point soon. However, too much uncertainty is not helping.
Tell us about you, your career, how you founded Satisfaid.
Marco Pizza: My business partners and I founded the company couple of years ago. Starting from an idea we had during a real shopping experience, we started to study customer experience and review the management sector. Then we created the first MVP for market validation. We are all coming from different backgrounds but with one thing in common: we’re dreamers.
How does Satisfaid innovate?
Marco Pizza: Satisfaid is a tool used by businesses in the retail or food sector to collect real-time feedback from their customers and monitor their customer journey. We allow retail customers to share feedback about customer experience, by rating the quality of the service received in-store and appraising the staff performance. From a simple “smileys” system, we implemented an easy digital system to track the level of happiness of your clients, knowing exactly who makes the difference in the team or your area of strength.
How does the coronavirus pandemic affect your business finances?
Marco Pizza: Unfortunately, food retail is the sector the pandemic has affected the most, and it is as well the sector we started working the most with. So right after the crisis hit, businesses had to adjust and prioritize. We understand they are now concerned about staff, rents, etc. This is why we decided to support businesses currently affected by the pandemic and we offered our services and tools for free during this period.
Did you have to make difficult choices regarding human resources and what are the lessons learned?
Marco Pizza: We actually are a small group and being all co-founders, we never had to make difficult choices apart from sustaining the business as much as it needs to survive the pandemic.
Did you benefit from any government grants, and did that help keep your business afloat?
Marco Pizza: No, we are not receiving any grant from the government. We usually work with food and retail businesses but we are not eligible for the same type of grant they have. We had to minimize our cash burn rate. I have to say it will be very hard to “survive” in these unstable conditions.
Your final thoughts?
Marco Pizza: I really hope this whole situation will evolve soon. We need to go back at doing what we do best: live our life and … our dreams.
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