Retail Case Study

Our client is a major UK retailer with 500+ stores with both high street and big box retail park premises. The objective of the research is to understand the customer experience at individual store level in order to drive improvement across the company.

GfK NOP conducts this study via exit interviews in all stores and processing in excess of 50,000 questionnaires each wave, to produce individual store reports that identify clearly the key challenges for each individual store to address.

Working with our client we have identified the key drivers of overall opinion enabling us to focus on the aspects of service that have the most impact. Rapid and effective implementation of action plans both in individual stores and across the company as a whole has lead to considerable improvements in performance and therefore increases in customer delight.

A key part of the learning has been to explore the link between the customer experience, staff satisfaction and the conversion rates of individual stores. This powerful analysis enables the company to ensure all its performance metrics and targets are aligned.

If you’d like to find out more about how we can use our how understanding the customer experience in-store can help make your business more successful please use the links on the left to contact Helen Roberts, Retail Research Director.