Case Study: a largest global retailer improves search performance with C5i

Largest Global Retailer - Customer Case Study

A major global retailer was facing declining customer conversions and a consistently negative Net Promoter Score (NPS) specifically for its website's search functionality. The client engaged the analytics vendor C5i to analyze the search data and pinpoint the root causes of the poor customer search experience, which was driving shoppers to competitors.

C5i conducted a discovery workshop and performed a detailed analysis of three months of historical search data. The vendor identified that the primary reason for negative feedback was customers' inability to find products, with over four-word queries causing most unsuccessful searches. This poor experience led to immediate conversions on rival sites and reduced future loyalty. C5i's insights revealed that unsuccessful searches decreased when customers used more advanced filters, counter to expected trends, and highlighted specific problem areas like tire and holiday item searches.