CSAT ROI Retail Customer Success Story

Topics Covered:

Rewards and recognition

With over 225 retail locations, connecting with the customer is a business imperative to maintain competitiveness and drive success. The Employee Success program helped create a remarkable 112% increase in customer satisfaction chain-wide during the first six quarters of the programme. To further focus the initiative the company embarked on a controlled study within two operating centres to pinpoint the impact of the Employee Success program. This Mystery Shopper Campaign yielded a 2% increase in customer satisfaction in a controlled 1 quarter Reward & Recognition campaign, driven on the Achievers platform.