Case Study: New Look achieves an 11% increase in customer satisfaction and redefines customer value with InMoment

Global Fashion Retailer, New Look, Redefines Value and Reaps Benefits

New Look, founded in 1969 and now operating nearly 1,000 stores with 20,000 employees, recognized that its long-standing low‑price promise was no longer enough as customer expectations rose. To refocus on what mattered, the retailer launched the “Service Basics” initiative, using customer feedback and analysis (with InMoment and other sources) to identify pain points and steer a company-wide shift from price-first to customer-centric service.

The solution combined top-down executive support, new hiring and training that prioritized personal traits, and a revamped, more customer‑friendly returns policy. The changes quickly paid off: positive customer comments rose nearly 30% (negative comments fell similarly), overall satisfaction increased 11%, New Look climbed 56 places to No. 7 on the UK Customer Satisfaction Index, customers bought more per visit (+0.28 units/transaction for higher‑satisfaction shoppers), and the easier returns process did not harm revenues.

New Look