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Coaching behaviors that drive higher spend

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

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Univision Paradies Lagardere Store

690K

Responses / month

10%

ATV increase when behavior executed

+$1.8M

Recoverable revenue opportunity identified

Coaching behaviors that drive higher spend
The Challenge
Item suggestion is one of Paradies Lagardère’s highest-value frontline behaviors, and leadership knew it drove spend. But with 700+ locations across 92 airports, they had no reliable way to see whether staff were consistently executing it — or to quantify what inconsistent execution was costing the business.

How We Helped

TruRating captured in-the-moment customer feedback at the point of payment via Adyen terminals, allowing Paradies Lagardère to directly link frontline behaviors to transaction outcomes. By asking customers “Did a team member suggest an item for you today?” and linking those responses to spend, the business uncovered a dual insight. Not only whether the behavior was happening, but the revenue difference when it did — highlighting the execution gaps driving ATV variation by location and shift.
Closing execution gaps
The Impact
TruRating confirmed that item suggestion was not only valued by customers but materially impacted ATV. Customers who received a suggestion spent 10% more per transaction than those who did not. Importantly, the challenge was not effectiveness — the behavior worked — but consistency. A number of locations accounted for the largest execution gaps, with half of stores executing the behavior less than 60% of the time. This represented an estimated $1.8M recoverable revenue opportunity from targeted coaching and reinforcement of existing service behaviors to improve the bottom 50% of stores by 25 points. By focusing on tightening execution across those poor-execution stores, Paradies Lagardère identified a clear path to unlock measurable revenue impact aligned with their existing sales model.

690K

Responses / month

10%

ATV increase when behavior executed

+$1.8M

Recoverable revenue opportunity identified

Univision Paradies Lagardere Store
“Instead of simply saying, ‘We need to do a better job,’ TruRating showed us which stores were performing well, where the opportunities were, and even the times of day and days of the week when execution changed. It gave the right information to the right people, so they could build a plan, take action and influence store performance.”
Bill Pugh, Paradies Lagardère
Senior Director, Store Operations
Piedmont Park Paradies Lagardere Store
“When a simple item suggestion is linked to a 10% increase in ATV, inconsistent execution becomes a measurable revenue opportunity. The role of the data is to show where the behavior is happening, where it is breaking down, and give teams a clear coaching priority. Revenue growth only follows when that insight is used to change what happens in store.”
Gareth Johns, TruRating
Chief Data and Customer Officer
Univision Paradies Lagardere Store
Piedmont Park Paradies Lagardere Store
Univision Paradies Lagardere Store
“Instead of simply saying, ‘We need to do a better job,’ TruRating showed us which stores were performing well, where the opportunities were, and even the times of day and days of the week when execution changed. It gave the right information to the right people, so they could build a plan, take action and influence store performance.”
Bill Pugh, Paradies Lagardère
Senior Director, Store Operations
Piedmont Park Paradies Lagardere Store
“When a simple item suggestion is linked to a 10% increase in ATV, inconsistent execution becomes a measurable revenue opportunity. The role of the data is to show where the behavior is happening, where it is breaking down, and give teams a clear coaching priority. Revenue growth only follows when that insight is used to change what happens in store.”
Gareth Johns, TruRating
Chief Data and Customer Officer
Univision Paradies Lagardere Store
Piedmont Park Paradies Lagardere Store
Bio
Paradies Lagardère, the North American division of Lagardère Travel Retail, operates 700+ retail stores and restaurants across 92 airports. With $1.2B in annual sales and 10,000+ associates, they are the leading airport concession operator in North America.
Name
Paradies Lagardère
Region
North America
Company Size
Enterprise
Industry
Travel Retail
Website
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Achievements

+20%

ATV IN STORES​

+20%

ATV IN STORES​

+20%

ATV IN STORES​