Customer satisfaction research is becoming increasingly important for retail companies and chain stores. To get a better grip on the customer journey and customer experiences, retail organizations and webshops are increasingly using online customer feedback systems, especially to measure the shopping and online experience of their customers. Especially now that the boundaries between shops in the street and online are fading.
Customer satisfaction survey for chain stores and retail companies
Customer satisfaction research is becoming increasingly important for retail companies and chain stores. To get a better grip on the customer journey and customer experiences, retail organizations and webshops are increasingly using online customer feedback systems, especially to measure the shopping and online experience of their customers. Especially now that the boundaries between shops in the street and online are fading. Many stores are both. In addition, the feedback from employee satisfaction surveys (MTO) will become increasingly important for Retail and other stores in the coming years. Fortunately, with modern online feedback software, this satisfaction survey can be shorter and more accessible, but can be carried out continuously. This provides more valuable feedback and richer control information. This allows you to immediately implement improvement actions from customer satisfaction surveys of Retail companies. You can also follow the results online immediately.
How would it be if..?
All forms of customer research can be viewed in real time on one dashboard? Can customer feedback be used directly in daily work?
Measuring customer experiences at Retail organizations and chain stores
GrowPromoter offers retail organizations and chain stores the online platform for customer satisfaction research. With the modern, flexible and scalable feedback software you always ask the best questions at the right time to investigate customer experiences and to set up your online customer feedback systems. You can immediately see the results on the online dashboard. Experience Experts from GrowPromoter also help retail companies, webshops and other stores to always ask the right smart questions at the best time. Your online dashboard also helps to translate the feedback directly into concrete improvement actions and new priorities for a better customer experience (CX).
Customer satisfaction survey regarding major changes in stores
Retail and chain stores are in full development due to market developments, the rise of webshops, branding strategies and the challenges of small margins in a market with a lot of competition. The advance of new services (e.g. home delivery) and technology (e.g. self-scanning) are causing declining or changing customer contacts. Customer satisfaction research and measurement of customer experiences and the customer experience (CX) are important to test how customers experience these changes. This also applies, for example, when physical stores expand with a web store or vice versa.
Customer experiences Measure retail with CES, NPS or other questions
Retail organizations and chain stores can use different measurement methods to measure customer experiences. Very well known is the Net Promoter Score (NPS), with the most famous question being: How likely is it that you will recommend us to people you know? This score is interesting, but GrowPromoter looks further . Because one smart follow-up question can yield much more valuable feedback about customer experiences. Other methods and feedback can also be important, such as CES (the Customer Effort Score). This indicates the extent to which a customer feels they have to make an effort to complete an action (such as a purchase or customer service call). With GrowPromoter you remain flexible to ask different types of feedback questions. You are therefore not obliged to use NPS or, for example, CES. GrowPromoter's Experience Experts can tell you everything about the possibilities and the consequences.
Employee Satisfaction Survey (MTO) Retail companies and chain stores
With all the changes for Retail companies and chain stores, in addition to the customer experience (CX), the exployee experience (EX) is becoming increasingly important. For example for employer branding or as an organization in a changing market to retain, recruit or develop talents with the right competencies. That is why employee satisfaction surveys (MTO) are becoming increasingly important and the employee satisfaction survey at Retail companies is on the rise.
The employee satisfaction will also increasingly be measured in combination with customer satisfaction in the coming years. Because in the end, satisfied employees lead to satisfied customers. In addition, customer needs are increasingly determining the workforce of retail organizations, chain stores and the development of their employees.
Flexible feedback system for CX and EX
The GrowPromoter platform is suitable for measuring CX and EX. So you can use it as an online customer feedback system, but also to collect employee feedback and experiences measured with modern employee satisfaction surveys. Retail companies and chain stores often start by measuring CX. Personnel satisfaction survey (EX) can simply be linked to this later.
Or do you have other questions about research into customer satisfaction or employee satisfaction in the Retail sector? Feel free to ask your question directly and without obligation. Want to know more about satisfaction surveys among employees, customers or both?