Transforming Blacks Outdoor's CX Program - TruRating: Customer Feedback Solution

September 18, 2021

Transforming Blacks Outdoor’s CX Program

Discover how retailers are using TruRating to improve their business with better customer insights.

80%

Response Rate

ROI

< 1 Year

KPI

Established

From Zero to Hero

The Challenge

While Blacks Outdoor Retail was known for their knowledgeable and friendly staff when it came to measuring the in-store experience, the brand had found challenges both in terms of the volume of data they were able to collect, but the quality too. Previous providers had left the group without any clear indication of what was happening on the shop floor, leaving them unable to respond to operational or staff issues in a timely or effective manner. With a renewed focus on CX – the group engaged TruRating to help bring visibility to their store operations once again.

How We Helped

By implementing TruRating’s point-of-sale technology across each of their stores, Blacks were able to find a quick and easy way to collect feedback from most of their customer base daily, collecting transaction and sentiment feedback at response rates never seen. From a CX perspective, the brand saw an overnight transformation, from almost zero insight from their existing survey programs to a near-total coverage.

Enough data to map an hourly overview of store performance

The Impact

Within weeks of deployment, Blacks’ saw response rates rise from sub 1% to regular daily responses of up to 80% of customers across their store estate. TruRating provided enough data to map an hourly overview of store performance against multiple key metrics, trackable against conversion rates, helping the brand truly understand what was driving scores in their stores for the first time.

80%

Response Rate

ROI

< 1 Year

KPI

Established

“It’s the simplest implementation from a systems point of view we’ve ever done.”

“TruRating has become a fundamental part of our business. It’s embedded in everything we do, from our weekly reports to our delight the customer strategy.”

“It’s the simplest implementation from a systems point of view we’ve ever done.”

“TruRating has become a fundamental part of our business. It’s embedded in everything we do, from our weekly reports to our delight the customer strategy.”

Bio

Blacks Outdoor Retail, founded in 1861, are one of the oldest outdoor retail groups in the UK and have been striving to provide excellent customer experiences for over 150 years. With a simple, but the solid ambition of delighting the customer with every purchase, Black’s was looking for a solution that would help them meet the challenges of an evolving high-environment and help bring their prestigious brand name into the 21st Century.

Name

Blacks Outdoor Retail

Region

Company Size

Large

Industry

Outdoors & Adventure

Website

www.blacks.co.uk

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