A national clothing retailer with more than 2,000 stores nationwide wanted to track the satisfaction and evolving needs of its customers and in-store employees on an annual basis.

The Solution

Gold Research, Inc.

• Worked with the client to design a sample of 100 stores that would be considered representative of the retailer’s national market;
•  Leveraged iGoldSMART™ – our proprietary mobile point-of-purchase mobile survey solution – to intercept:
  •  customers as they exited the selected 100 stores
  • store employees while they were executing their daily job functions
• Gathered data on customer and employee experiences and emotions based on their experiences inside each store; and
• Enabled retailer to view customer and employee reactions and preferences, including in-store pictures, in real-time across all locations concurrently.

The Results

Results from this effort continue to be leveraged by the client to:

• improve customer and employee retention by focusing on the “key drivers” identified through this research;
• track and report on key metrics in real time; and
• gather annual tracking results at a fraction of the cost of similar trackers.