Case Study: Mid-Size Home Improvement Company achieves higher customer satisfaction with CFI Group

Mid-Size Home Improvement Company - Customer Case Study

Mid-Size Home Improvement Company, a regional retailer that has long competed on superior service to older, community-based customers, engaged CFI Group to determine why customer satisfaction had flattened. CFI Group conducted customer experience surveys and re-sliced the data to pinpoint the behaviors that mattered most to shoppers.

CFI Group discovered 38% of customers were not greeted and that greeted customers scored 87 in satisfaction versus 75 for those not greeted (a 12-point gap). Based on that analysis, CFI Group recommended a simple, company-wide greeting program; after implementation the share of customers not greeted fell 13% through Q2 2015, “Associate Availability” rose from 84 to 87, and multiple satisfaction measures reached 9-quarter highs.