After receiving several negative reviews about its smartphone sales, this retailer wanted to ensure its Net Promoter score wasn’t negatively impacted. Within gfknewron, it found that it now had a higher percentage of detractors – and less promoters compared to the competition.
Upon further analysis in gfknewron, it found that consumers expected their in-store experience to be highly consultative – with staff available to know and compare similar products. But, shoppers did not feel they were getting this in store experience. So, this retailer immediately implemented a more advanced training for staff.
An improved net promoter score, with 50% of shoppers willing to recommend the retailer (up from 37%) over the course of several months.
Understanding what shoppers think of your shopping experience