Case Studies: Retail

 Testing New Retail Store Concepts in Different US Markets

A national retail chain wanted to gather and evaluate customer feedback on its new stores including overall impressions, specific positives/likes (e.g. design, store format, shopping experience, etc.) as well as comparisons with specific competitors on key dimensions. These insights were critical to the successful national rollout for the newly designed stores.

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Saving a National Retail Chain $26,000 and 3 Months Per Year on Store Intercepts and On-Site Surveys

A national retail chain with 1,000 stores nationwide annually conducts store intercepts on paper at its 100 locations to keep a pulse on their shopper experiences. Prior to working with us, they were spending 3 months to conduct store intercepts, then 1 month to compile, clean and analyze data. It would take 4 months after the store intercepts were completed, before they would see their results. The client was also concerned that data was being “massaged” during cleaning.

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Tracking Customer and In-Store Employee Satisfaction for a Fortune 100 Clothing Retailer

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.

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In-Store Shopper Satisfaction Tracking Study

An international chain of restaurants and retail stores wanted to identify customer reactions to new concepts and services, and set up a system for tracking performance on key service metrics.

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