Sainsbury’s uses New Relic’s programmability features to proactively listen to customer feedback
Blog post from New Relic
Sainsbury’s, a leading UK retailer, implemented a site reliability engineering approach to enhance its online grocery service, focusing on customer experience from order to delivery. To improve service stability, the engineering team developed a custom app called Twitter Alerts using the New Relic platform, which integrates social media signals with system alerts to rapidly identify and address customer issues. This app, created with a simple Python script and the Twitter API, detects and matches keywords in tweets related to Sainsbury’s services and sends the data to New Relic for real-time monitoring and alerting. The effort, which took three days, allows for immediate issue detection, resolution, and the fine-tuning of alert policies, especially crucial during peak shopping periods like the Christmas season. This initiative has led to faster insights into customer experiences, enhancing the ability to prevent future disruptions and ensuring a positive experience for customers. Furthermore, the success of this app has prompted the team to explore additional applications using New Relic's programmable platform to better visualize and utilize data across services.