In-Store Shopper Satisfaction Tracking Study

The Challenge

An international chain of restaurants and retail stores wanted to:

• identify customer reactions to new concepts and services
• set up a system for tracking performance on key service metrics.

The Solution

Gold Research devised an ongoing research effort that:

• Leverages iGoldSMART™ – our proprietary mobile survey solution, to intercept and gather reactions from customers as they experience new concepts and services.
• Allows the client to access customer feedback in real-time i.e. as it is being provided.
• Successfully gathers real-time data from all stores – 60% of which are in areas with no internet.
• Enables the client to view customer reactions and preferences across 100 different locations in USA & Canada.

The Results

Results from this effort are being leveraged by the client to:

• improve customer retention by focusing on the “key drivers” identified through this research.
• expand in markets where tested concepts are a “hit.”
• track and report on key metrics in “real-time”.