- Canada’s leading sporting goods retailer wanted to increase their connection to their customers at over 150 Sport Chek, Coast Mountain, and Hockey Experts locations, to ensure consistency and quality of in-store and web experiences, to maintain their leadership position, and base corporate innovation in part on the voice of the customer.
- The organization wanted to drive feedback to store management so it could be acted upon in tangible ways.
- The company also wanted to drive positive, consistent staff behaviour through a compensation scheme that would be tied to customer advocacy results, and ultimately the customer experience.
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- Forzani selected ResponseTek:CEM for Retail, combining POS surveys, and online customer and contact center feedback applications.
- Surveys and online experience collection resulted in thousands of inbound feedback sessions from customers, with customer-driven business intelligence on everything from service quality to store layout to product selection.
- Feedback provided performance reporting for individual store locations, as well as roll-up reporting to the district and regional levels.
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- 4,000-5,000 customer feedback sessions per month from surveys and online CEM activity.
- Increased responsiveness to continuous generation and analysis of inbound customer experience feedback, across all levels of organization.
- Increases in quality of front-line customer service delivery.
- Performance-based compensation has strengthened staff culture at all locations.
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