One of Australia’s top retail businesses had a challenge – an afffordable feedback program which would fit with their complex organisational structure
The client: a central distributor for over 1,400 independent retail businesses. Our role: to deliver multiple waves of customer feedback to the heart of those stores, on time and on budget. Every time.
We were asked to design a robust CX program for more than 40,000 survey responses annually. We based the program on NPS (Net Promoter Score) and helped align retailers to the core brand pillars and KPIs through our clear, accurate, confident reporting. Our bespoke dashboard became a user-friendly insight hub.
1400 independent retailers
120,000+ surveys over 3+years
2 waves a year
“Our business has benefited greatly from the partnership with Dianne and her team. More importantly, our customers are heard within our organisation.” Head of Insights