Measuring Your Customer Experience

INDUSTRY: RETAIL

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. There was a perception gap between what the business thought, and what the customers felt. 


the solution

EDUCATE:
Identify the true components of the Customer Experience for in-store retail.

ENABLE:
Conduct evaluation to identify the baseline experience score from a business and customer perspective.

EMPOWER:
Close the perception gap to afford true data and insight driven decisions.


THE OUTCOME

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

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

     

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

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