business.stingray.com businesssales@stingray.com

Description

Brief

Problem

Objectives

Solution

LUSH is an international, midsize retail chain that provides handmade, vegetarian cosmetics to customers.

With locations in Europe and North America, LUSH has built a loyal customer base. After launching a new store concept in early 2017, LUSH needed to understand the key drivers of their in-store customer experience.

• Limited visibility into the key differences ofcustomer perception in old vs. new storeconcepts.

• Previous customer research studies did notdraw conclusive evidence for the main reasonsfor store visits and key purchase drivers.

• Build a custom profile of the LUSH in-storecustomer experience.

• Determine areas of the customer experiencethat have the most significant impact onoverall satisfaction and revenue through akey driver analysis.

• Provide a granular view of customerexperience by store, including recommendedactions to improve customer satisfaction.

• Deploy Chatter Research system in 33 LUSHstores across Canada and the United States.

• Engage customers immediately aftervisiting the store via a conversational surveyover SMS triggered via SMS, NFC (Near FieldCommunication) or QR code.

• Provide real-time results through a cloud- based dashboard.

• Ask open-ended, free text questions toproduce a unique customer experience profilefor LUSH.

business.stingray.com businesssales@stingray.com

Results Insights

• 90% completion rate on 14 - 18 questions.

• 6,559 responses.

• A highly enthusiastic response from LUSH customers for whom providing feedbackvia text message was very natural.

• Unique customer experience topics that were explored include store size, signage, product smell, product demos, staff pushiness, palate cleanser, product recycling, and staff appearance.

• Store signage and staff pushiness are vital areas of recommended improvement forthe business, despite not having been specifically asked in the conversational survey. This highlights one of the top benefits of Chatter Research’s methodology and technology.

• LUSH now has a customer experience profile that is unique to their business, upon which they can closely monitor the pulse of their customers to stay ahead of changes in customer expectations and behavior.