Enhancing Customer Satisfaction by Identifying Shopper High Points & Pain Points

Enhancing Customer Satisfaction by Identifying Shopper High Points & Pain Points

A national retailer wanted to better understand their customers’ shopping experiences to learn what shoppers loved most about their stores and what left them frustrated. This deeper insight would allow the retailer to improve customer satisfaction by focusing on what matters most.

Magid conducted an online survey where shoppers shared their most recent experiences, highlighting both the high points and the pain points of their visits. Magid’s approach involved creating detailed maps that sized both the frequency of high and low points, as well as their impact on overall trip satisfaction. By analytically assessing these insights, the retailer could visualize the areas that had the most significant positive or negative influence on the shopper experience.

Armed with this information, the retailer was able to prioritize fixing the most frustrating elements and increase the frequency of the high points that had the most positive effect. This led to a more tailored approach in addressing customer needs and, ultimately, improved satisfaction and loyalty.