Delivering the ‘Ultimate Customer Experience'

September 18, 2021

Delivering the ‘Ultimate Customer Experience’

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

+32%

ATV

+5%

Revenue

x20

ROI

Building a culture of excellence

The Challenge

When RPG took on their new venture, they knew that they wanted to measure more than just a single digit customer satisfaction metric. Like most retailers, the group had an expectation for their in-store ‘athletes’ in terms of delivery on service, but while they knew that certain things were critically important to the customer experience, they had never had an efficient way to measure execution. The team at RPG wanted help with measuring three specific service standards that were key to their customer experience mission – are staff getting the customer’s first name, are they presenting up to three options to the customer and are they selling the value of the product. Not only did they want to understand at store and team member level who was executing – but what compliance to these standards was worth to the business.

How We Helped

We worked with the RPG team to set up a series of ‘custom’ questions across their stores, that allowed them to test whether their team of athletes were hitting their targets. By implementing TruRating across every store, RPG was soon able to see, down to the hourly level, how compliance was working. By connecting average transaction values back to the questions asked, we were able to quantify, for the first time, the real value of athletes hitting their goals.

Greater uptake across the stores as a whole

The Impact

RPG was able to identify a significant value when staff complied with service standards – both in terms of the impact on customer satisfaction and overall spend. The ability to clearly demonstrate the tangible benefits of upholding service standards in terms of ROI, meant a greater uptake across the stores and provided a coaching and learning development tool for all floor staff. RPG was able to integrate their TruRating scores into their existing KPI dashboards, allowing managers to make a daily check-in, and integrate real, authentic customer data, into their day to to day operations.

+32%

ATV

+5%

Revenue

x20

ROI

“The feedback we get through TruRating is gold. We can easily compare our stores and pinpoint where we need to improve.”

“TruRating has completely changed our KPI structure. It’s now the fundamental scoreboard we use every day across our stores.”

“The feedback we get through TruRating is gold. We can easily compare our stores and pinpoint where we need to improve.”

“TruRating has completely changed our KPI structure. It’s now the fundamental scoreboard we use every day across our stores.”

Bio

The Retail Prodigy Group – master franchisee holders for Nike & TOMS in Australia and New Zealand – have grown their reputation in the ANZ market by a laser-sharp focus on providing the ‘Ultimate Customer Experience’ across each of their stores. Since 2011 the group has driven a rapid expansion of Nike branded stores across the Australian market, but upon inheriting the legendary brand name, found that the incumbent feedback technology was not delivering what they needed to test their core ambitions.

Name

Retail Prodigy Group

Region

ANZ

Company Size

Medium

Industry

Sports Fashion

Website

www.retailprodigygroup.com

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