Understanding your CX by Department

June 18, 2021

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

18%

Service Drop Identified

1000+

Store Analysis

Improved

Service Scores

Understanding Service Requirements by Department

The Challenge

The team at Five Below have found a huge amount of success by focusing on providing a fun and engaging store front for their primarily tween and teenage audience. Five Below stores are instantly recognisable – designed to attract and delight their younger audience, the customer journey is very much self-serve, with the simple attraction of most products being priced at the $5 mark and below. Perfect for pocket money purchases. In response to customer demand Five Below introduced the Five Beyond range which offers extreme value on products at a slightly higher price point of $10-$15. The Five Beyond range allows Five Below to offer the best deals in more technology focussed categories like gaming, headphones and Bluetooth speakers to name just a few. Wanting to understand customer reaction to the new range, Five Below engaged our team to investigate the results.

How We Helped

By running an analysis of core metrics across the different shopping missions we were able to examine whether the new categories and the customers they attracted carried different levels of expectation around customer service. We were able to see that when customers bought from the new Five Beyond range their expectations and needs around customer service changed and there was an 18% difference in results. While the store experience had to that point remained consistent and largely self-serve, it was clear that the rise in complexity of the new products had had an impact on the level of service that customers required to feel confident in their purchase.

Customer satisfaction scores improved

The Impact

As a result of this finding, Five Below immediately began to station an employee in the new department to ensure that that customers could receive assistance more readily. Without a ‘departmental’ view of their customer experience, this opportunity to build upon their already great customer experience would not have been noticed so quickly, but now Five Below were able to pro-actively adjust their service model, to support their move to meet customer demand.

18%

Service Drop Identified

1000+

Store Analysis

Improved

Service Scores

“We were able to identify an issue, act on it and see the improvements in real-time – TruRating encourages pro-active retailing”

“The ability to analyse CX by department really is a step change – the speed and volume of the solution allows you to do things previously not possible”

“We were able to identify an issue, act on it and see the improvements in real-time – TruRating encourages pro-active retailing”

“The ability to analyse CX by department really is a step change – the speed and volume of the solution allows you to do things previously not possible”

Bio

Five Below are one of US retail’s fastest growing secret success stories. Founded in October 2002, the brand has since grown to a 1000+ location retail giant, thanks to its winning formula of low prices and attractive store layouts, the company has hit the bullseye in terms of providing for its primarily tween and teen audience. In support of their continuing growth goals, the organization was looking for a partner to help them get a more granular view of their in-store performance and to measure the impact of their key strategies.

Name

Five Below

Region

USA

Company Size

Large

Industry

Specialty discount store

Website

www.fivebelow.com

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