Case Study: Home Improvement Retailer boosts customer satisfaction and sales with Market Force

Home improvement retailer retools mystery shopping program to nail the customer experience

A major home improvement retailer faced the challenge of improving customer satisfaction and driving sales growth across its vast network of over 200 stores. With price no longer a key differentiator, the retailer needed to turn customers into advocates through superior service, but its existing mystery shopping program lacked credibility and did not align with customer satisfaction surveys. The retailer partnered with Market Force to revamp its program and connect its data streams.

Market Force's solution involved surveying managers for buy-in, aligning the mystery shopping program with the retailer's training, and implementing proactive communication through quarterly reviews. Utilizing Market Force's KnowledgeForce platform, the retailer gained a real-time view of performance. The results included a 6% increase in customer satisfaction, a 3% rise in the likelihood to recommend, an almost 3% increase in average tickets, and a 31% boost in helpful staff behaviors, leading to its largest yearly improvements in customer experience metrics.