Case Study: Well-established UK retailer achieves sustained 4% sales growth and record profits with CFI Group's financial linkage analytics

Well-established UK Retailer - Customer Case Study

Well-established UK Retailer faced a puzzle: after heavy investment in several high‑value fascias and already high customer satisfaction scores, it wanted to quantify the link between customer satisfaction (CSI) and sales and to see if that link differed by fascia. CFI Group was engaged to apply its financial linkage analytics to measure the value of CSI across the retailer’s estate.

CFI Group found a significantly stronger CSI–sales link in high‑value fascias — customers there showed 1.5 times the spend potential from a one‑point CSI change versus lower‑value fascias; frequent shoppers were more sensitive to CSI and more affluent customers reported lower satisfaction. Acting on CFI Group’s recommendations to increase customer‑service initiatives, the retailer saw sustained sales growth of over 4% the following year and achieved record profits.