Case Study: ABC Fine Wine & Spirits boosts NPS and loyalty with Intouch Insight

Customer satisfaction and mystery shopping programs drives NPS, loyalty program participation, and compliance with brand standards

ABC Fine Wine & Spirits, a family-owned retailer with nearly 150 locations, was challenged with enforcing brand standards and collecting actionable customer feedback. They needed a way to balance opinion-based customer data with unbiased third-party insights and required a real-time reporting platform to view performance across all stores. They partnered with Intouch Insight to address these challenges.

Intouch Insight implemented a solution combining mystery shopping programs to measure compliance and customer satisfaction surveys linked to receipts. Using Intouch's custom dashboards, ABC could consolidate and compare both data streams in real-time. The results included a 3.5% increase in overall NPS, higher participation in their loyalty program, larger basket sales, and better compliance with brand standards. Intouch Insight provided the tools to directly link operational standards to key business outcomes.

ABC Fine Wine & Spirits