Marjane has once again been crowned “Customer Service of the Year Morocco 2025” in the Retail category, marking its third consecutive win. This accolade was awarded during the 8th edition of the Customer Service of the Year Morocco ceremony, held on December 12 in Casablanca.
Mhamed Chlyeh, Deputy CEO of Marjane, expressed pride in this achievement, stating, “Winning this title for three years in a row reflects our unwavering commitment to putting our customers at the heart of our priorities. With 42 hypermarkets across 27 cities and a rapidly expanding e-commerce platform, we strive to deliver a seamless and modern shopping experience, whether in our physical stores or online. This recognition is a testament to the collective efforts of our teams and their dedication to meeting customer expectations with attentiveness and efficiency. We will continue to innovate, train our staff, and enhance our services to remain a trusted partner in the daily lives of Moroccans.”
This recognition stems from Marjane’s consistent efforts to meet customer expectations through concrete actions, continuous innovation, and a clear vision for the future.
Since establishing a dedicated customer service department in 2021, Marjane has implemented numerous initiatives to enhance satisfaction and improve the shopping experience. One key measure of its success is its impressive Net Promoter Score (NPS), which exceeds 90%. A survey of 3,275 participants revealed that over 90% of customers would recommend Marjane to others, underscoring the trust and loyalty the brand has earned.
Accessibility and responsiveness are top priorities for Marjane. The company operates a single customer service hotline, available 364 days a year from 9 a.m. to 9 p.m., achieving a 99% reachability rate. Additionally, the average call response time has been cut to under 20 seconds.
In 2024, Marjane accelerated its innovation drive to keep pace with evolving customer demands. By integrating artificial intelligence into its call centers, the retailer has optimized request routing and improved support for agents. Significant progress was also made in reducing wait times at checkout and streamlining complaint management, ensuring a smooth and hassle-free customer experience.
Looking ahead, Marjane is doubling down on its customer-centric approach through several strategic initiatives. A new feedback platform is being launched to actively gather and analyze customer insights, using their suggestions to refine services. Continuous employee training will further strengthen customer service skills, while in-store processes will be modernized to proactively address issues and implement targeted improvements.
Marjane is also aiming to perfect its omnichannel strategy, ensuring a seamless experience across its physical stores, website, and mobile app. Investments in smart tools, such as an AI-powered chatbot and an interactive FAQ system, will enable faster responses to simple inquiries and automate issue detection. With nearly 2 million customer interactions managed since 2021, Marjane reaffirms its long-term commitment to exemplary customer satisfaction and its position as a leader in the retail industry.
