Mitigating a safety crisis during Covid

June 18, 2021

Mitigating a safety crisis during Covid

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

4.5

million customers analyzed

6.5%

Lift in ATV

6 Point

Gap Closed

Helping to navigate a potentially crisis moment.

The Challenge

When COVID-19 hit the US – Five Below – like all retailers, was hit with an immediate crisis unlike any seen in recent retail history. While stores were temporarily closed, the next point of importance for the team at Five Below was to establish how – when appropriate – they could provide as safe an experience for their customers and staff as humanly possible. Measuring the roll out of new initiatives across a small chain of stores is difficult, let alone an operation the size of Five Below, so the leadership team engaged TruRating to see how we could help them measure the effectiveness of their Covid-19 safety measures, and ensure that all staff and customers would be safe. Not only was this critical for their reputation, but for the bottom line too.

How We Helped

In line with Five Below’s increased safety measures, we set up a series of questions deployed across every store to measure compliance and impact. The questions we deployed were: – Were all employees wearing masks properly during your visit? – Were our social distancing practices acceptable today? – Did our new cleaning procedures help you feel safe today? In four months Five Below polled over 4.5 million customers. By being able to deploy these questions across the entirety of their store estate we were able to provide a clear and comprehensive measure of compliance that didn’t impact the shopping experience or the safety of customers. Something that just wouldn’t have been possible with external surveys or mystery shoppers.

Safer customers were happier to spend more time in the store

The Impact

Overall compliance was extremely high from the outset as staff worked hard to ensure customer safety. However it quickly become apparent that there were some locations that were struggling in comparison. The ability to quickly identify these stores enabled the retail teams to move in and deliver increased training and education, resulting in an immediate lift in performance. Not only were they able to identify the stores that needed help but they were able to quantify that safer customers were happier to spend more time in the store and spend more as a result. This helped to show staff the value that they were delivering both to customers and to the retailer.

4.5 million customers analyzed

6.5%

Lift in ATV

6 Point

Gap Closed

Terre Haute - Circa May 2020: Five Below Retail Store. Five Below is a chain that sells products that cost up to 5 dollars.

“We were immediately able to identify stores that needed extra help using the dashboard, and close out on execution gaps before they became an issue.”

“The data is truly actionable in way that you don’t always see – when you’re collecting this volume of feedback, customer-centricity becomes a given.”

“We were immediately able to identify stores that needed extra help using the dashboard, and close out on execution gaps before they became an issue.”

“The data is truly actionable in way that you don’t always see – when you’re collecting this volume of feedback, customer-centricity becomes a given.”

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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