Case Study: GameStop improves customer experience and drives sales with Market Force

GameStop - Customer Case Study

GameStop, a major video game retailer, faced the challenge of maintaining its brand promise and competitive edge by understanding and improving the in-store customer experience across its global operations. To achieve this, they partnered with the vendor Market Force to create a customer satisfaction measurement program that could provide actionable insights at both the executive and store levels, link satisfaction to financial metrics, and identify specific areas for staff training improvement.

Market Force implemented a comprehensive solution that included multi-language point-of-sale surveys, statistical modeling, and text analytics to process hundreds of thousands of customer feedback responses each quarter. This program, supported by their KnowledgForce reporting platform and a closed-loop alert system, enabled GameStop to make strategic decisions and immediate operational changes. The results identified key experience drivers that could increase same-store sales by 1-2% and specific associate behaviors with the potential to boost customer recommendations by 14%, allowing GameStop to better serve its customers and fuel their enthusiasm.

GameStop

Jason Cochran

Vice President of Store Operations