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 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.

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

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

Whats your customer service experience?

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