Measuring your Customer Service Experience

THE PROBLEM

The satisfaction score currently being used to measure Customer Experience was not indicative of the actual in-store experience, or actionable for improvement and/or innovation planning. 

ROOT CAUSE

Lacked a full understanding of what factors contributed to the Customer Experience and there was a perception gap between what the business thought, and what the customers felt. 

THE SOLUTION

Using the customer service model we:

  • Identified the true components of the Customer Experience for in-store retail.

  • Conducted a secret shopper style evaluation to identify the baseline experience score from a business and customer perspective.

  • Demonstrated the comparison of what business though versus the customer experience. 

THE OUTCOME

  • A consistent understanding of customer experience  between business and customers.

  • Closed the perception gap to afford true data and insight driven decisions.

  • Prioritization of projects based on largest impact to customer experience.

 
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Example Experience Measurement and Perception Gap Analysis between Customers and Stakeholders.

Sarah Deane