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Jack & Jones er et internationalt retail brand med aktivitet i mange lande. Jack & Jones ønskede at finde ud af, hvilke drivere i shoppingoplevelsen, der i størst grad influerede deres top 3 KPI’er.

Vi byggede en model, der hjalp med at rangere forskellige handlinger med henblik på at forbedre KPI’er som NPS, hit rate og basket size. Fokus var særligt på de handlinger, som fysiske butikker kunne fokusere på, for at højne kundeoplevelsen i fremtiden.

Ved at bruge modellen i den daglige drift, har Jack & Jones forbedret deres NPS, hit rate og basket size signifikant.

 

Hvad driver de tre overordnede KPI’er; NPS, hit rate og basket size i Jack & Jones?

 
 
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CREATING A FACT-BAESD DECISION TOOL

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Jack & Jones har et vedvarende strategisk fokus på kundeoplevelsen. Derfor var der brug for et factsbaseret beslutningsværktøj, som kan hjælpe både

for at retial managere på toplederniveau kan træffe de rigtige beslutining

Jack & Jones has a constant strategic focus on customer experience. A fact-based decision tool was needed to make the right actions for the retail managers on top level and the shop managers on floor level.  

 
 
 

How did we approach the problem

We used an exit survey approach where the customer is interviewed instantly after leaving the shop. By using this approach we assured a valid picture of the experience in the shop.

We interviewed buying and nonbuying customers to estimate the hit rate, but also to know why the customer didn´t buy anything.     

 
 
 
 

A scalable setup delivering member insights at the right level

A driver analysis that precisely estimates the impact of the different actions that especially the shop manager can do something about. For instant how much a welcome to the customer influences NPS, how much the contact phase influences hit rate and how much excellent service influences basket size.

The model also helps Jack & Jones HQ evaluate the customer’s perception of price, product quality, styles, range and store front.

The reports were split in two; an individual store report for each shop and a top level chain report to help the retail manager, purchase manager, sales manager, etc. on a strategic level.


 

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