The background

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.

The action

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.

The result

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