Case Study: WatchShop boosts website conversion by 10% with Lumoa

WatchShop - Customer Case Study

WatchShop, the UK's largest independent watch retailer, needed to move beyond behavioral data to understand the full customer experience on its e-commerce site. They lacked a way to compile and analyze open-ended customer feedback to identify the pain points causing negative sentiment. They turned to the Lumoa platform to gain these qualitative insights.

By implementing Lumoa, WatchShop integrated feedback from sources like surveys, live chat, and reviews. The platform's sentiment analysis identified previously missed pain points, allowing the team to prioritize and test changes to the product listing pages. As a direct result of these data-driven improvements, Lumoa helped WatchShop achieve an almost 10% increase in their website conversion rate.

WatchShop

Callum Delvin-Surrell

Data Analyst