Case Study: Boscov’s improves its BOPIS experience with Bizrate Insights

How Boscov's Evolved Their BOPIS Strategy Using Customer Feedback

Boscov’s, the largest privately held family-owned department store in the U.S., wanted to improve its Buy Online, Pickup In-Store (BOPIS) experience and better understand what customers valued most. The retailer needed to identify issues affecting satisfaction, reduce pickup friction, and uncover obstacles such as item availability, wait times, and access to pickup notices. To do this, Boscov’s partnered with Bizrate Insights and used its BOPIS fulfillment survey.

Bizrate Insights’ BOPIS survey helped Boscov’s collect verified customer feedback and reveal key problems in the pickup journey. The results showed that shoppers mainly used BOPIS to avoid shipping charges, but many were frustrated by unavailable store inventory, long waits at the service counter, and the lack of a printer or smartphone for pickup notices. With these insights, Boscov’s began streamlining technology, expanding product availability, and improving employee training to make pickups faster and more seamless, strengthening customer satisfaction and loyalty.

Boscov's

Maria Tenreiro

Director of Customer Care