Shopper Feedback Program

      The Voice of the Customer (VoC) methodology is used to gather information about customers' needs and perceptions of the store experience. It all comes down to listening to your customers and executing what they suggest. This is why we developed a simple system for constant shopper input to flow into team operations.

      Objectives

      • Collect feedback from customers on any new items or services that might improve the overall buying experience.
      • Investigate complaints and fix problems that frustrated customers.
      • Listen to what our customers need rather than what we believe they need.
      • Create benchmarks based on the Net Promoter Score (NPS), that serve as points of comparison.

      The "mystats" page

      This page is intended for the store manager. This dashboard will allow you to learn your customers' (respondents') overall perception of your store. The metric used to show how successful your team has been at building loyalty among customers is called the Net Promoter Score (NPS)[1]. Knowing your store's NPS is valuable to benchmark against other retailers or industries. From this dashboard you can learn your store's score and the reasons why the respondent graded you that way, in addition to reviewing the follow-up actions.

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      Training Videos

      How does a customer access the IGA feedback form?

      What are the components of the IGA Feedback form?

      How does a retailer access and log into MyRetailStats.com?

      How does a retailer access customer data?

      What is NPS?

      NPS stands for Net Promoter Score, which is a straightforward and easily understood metric of your customers’ overall perception of your store. It is a management tool that can be used to fuel growth to measure loyalty.

      Respondents are classified as follows:

      Promoters (score 9-10) are your store’s loyal enthusiasts who will keep buying and refer others, promoting growth.
      Passives (score 7-8) are satisfied with your store but unenthusiastic customers who are susceptible to other retailer offerings.
      Detractors (score 0-6) are customers unhappy with your store. They may damage your brand and inhibit growth through damaging word-of-mouth and online reviews. Customers are more likely to talk about a bad experience with your store than a good one.

      The NPS system is complementary to the Five-star Assessment and allows retailers to benchmark against industry and competitor scores. At the same time that it reveals the customer loyalty drivers, it also identifies unsatisfied and at-risk customers.

      [1] The metric was developed by (and is a registered trademark of) Fred Reichheld, Bain & Company and Satmetrix.

      How to Calculate the NPS?
      nps-1200-100
       
      Benchmarking

      According to Geoff Colvin, May 2020 Fortune Magazine, the Net Promoter Score, is now used by two-thirds of the Fortune 1000. Check the leaders in in 10 industries

      Industry Lowest Average Highest
      Retail banking 16 34 78 (USAA)
      Credit Cards 11 38 57 (Discover)
      Property and casualty insurance -18 30 70 (USAA)
      Wealth management 18 34 53 (Vanguard)
      Wired network operations -31 -7 23 (Verizon Fios)
      Wireless service (postpaid) 3 33 58 (Consumer Cellular)
      Department stores 29 36 42 (Nordstrom)
      Grocery stores -1 29 69 (H-E-B)
      Drugstores -20 -12 -4 (Walgreens)
      Quick service and fast-casual restaurants 2 21 60 (Chick-fil-A)
        See additional NPS benchmark results from the top 100 brands.

       

      Contact IGA

      8745 West Higgins Road
      Ste: 350
      Chicago, IL 60631
      Phone: (773) 693-4520 
      Fax: (773) 693-4533  
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