NPS by store and channel
Compare stores and channels (store, web, app) to focus management.
Shopping experience and satisfaction in retail
Retail
We measure the retail shopping experience along the omnichannel journey, from the physical store to e-commerce, so you know which store, which channel and which moment is letting customers go.
I want to measure my retail →Why it matters
Why measure experience in retail
In retail the customer lives the brand in every store and every channel. A bad experience in a location or at the online checkout translates immediately into lost sales.
Why it mattersExperience drives repurchase and ticket size. Comparing stores and channels shows where churn concentrates.
What it's forTo measure NPS and satisfaction by store and channel, assess the omnichannel journey and benchmark stores against each other.
What problem it solvesIt replaces the national average with actionable detail: which store, which process and which moment is failing.
What we measure
Omnichannel customer journey
Measure every milestone, from search to post-sale and returns.
Mystery shopper
Assess on-site compliance with the service standard.
Voice of customer
In-the-moment capture and comment analysis by store.
FAQ
Questions about Retail
Can you compare across stores?
Yes, with NPS and satisfaction by store and rankings to focus management.
Do you cover physical store and e-commerce?
Yes, we measure the full omnichannel journey.
Does it include mystery shopper?
Yes, as a complement to assess the service standard.
Let's talk
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