Helping to understand a globetrotting customer base

September 15, 2021

Helping to understand a globetrotting customer base

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

80%

Response Rate

Multi

Department Rollout

50%

Shopping for Overseas Trips

Quantifiable feedback on the Kathmandu Experience

The Challenge

While Kathmandu have always prided themselves on their hands on approach to service, the 5% response rates they were receiving from the tools they used in the past, simply did not provide enough visibility into core service and operational metrics. After implementing TruRating the brand saw response rates rocket to over 80% per day – giving the brand a trusted source of real-time customer data that ‘kept them honest’ for the first time. The ability to monitor changes in real-time has given the retailer a new lens on CX across the business, allowing for an immediate regroup if initiatives are not providing the revenue opportunities expected.

How We Helped

One of the key tenets of the Kathmandu service strategy is to make sure that every customer who enters a Kathmandu store is offered a choice of products by staff. By providing an immediate but simple test for measuring daily execution, we were able to provide the GM and Retail teams with a clear view of how staff were hitting their service goals, allowing a simple but fair set of KPIs to be implemented across the business. The ability to ask ‘custom questions’ by month and season, provided the ability to measure brand consistency and execution at a like for like level across their stores, providing a helicopter view of performance that had previously always been a pipe dream. The brand was also keen to implement TruRating profile pages to help bring their in-store ratings to the digital world. Each store now has its own unique profile page, that automatically publishes in-store ratings online, allowing Kathmandu to share its success with up-to-date customer feedback, that “blows all other review services out of the window.”

New insights provide opportunity for tailored training

The Impact

Upon measuring Kathamandu’s key service KPI of additional product offerings, we found that the brand was hitting targets only 50-60% of the time. The brand was able to use TruRating to identify the stores in need of training, but also to calculate the ROI of the opportunity. Alongside insights into daily operations, using custom questions we were able to identify that over 50% of Kathmandu customers, were purchasing items for an overseas trip. With this insight, they were able to tailor their training to ensure every customer leaves the store world-ready. TruRating results are shared across staff teams as part of key meetings, with weekly and year to date leader boards also now in place.

80%

Response Rate

Multi

Department Rollout

50%

Shopping for Overseas Trips

“TruRating has helped us get real – it provides genuine customer feedback you really can’t hide from.”

“The simplicity of using a credit card machine to give a rating is incredibly unique. The ability to tie that score to average spend and dollar total makes this a significant tool.”

“TruRating has helped us get real – it provides genuine customer feedback you really can’t hide from.”

“The simplicity of using a credit card machine to give a rating is incredibly unique. The ability to tie that score to average spend and dollar total makes this a significant tool.”

Bio

Kathmandu are one of the most well know retailers for travel and adventure outdoor apparel in New Zealand and Australia, with over 163 locations across the two countries established since their original launch in 1987. Having tried a range of CX tools and programs in the past, the brand was dissatisfied with both their low response rates and lack of actionable data at a store level – they engaged TruRating to provide a fresh start from a customer experience perspective at a time when the business was looking to grow and expand its reach.

Name

Kathmandu

Region

ANZ

Company Size

Medium

Industry

Outdoors & Adventure

Website

www.kathmanduoutdoor.com

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