Case Study: JD Group boosts customer loyalty and profits with Market Force

JD Group - Customer Case Study

JD Group, a major European retailer of sports attire with over 900 locations, was challenged by a negative customer experience and a poor Net Promoter Score. Their sales associates lacked the confidence to interact with shoppers. To address this, they teamed up with vendor Market Force to implement a new customer focus initiative.

Market Force developed the "Service 1st" program, supported by their KnowledgeForce® reporting platform. The solution used customer surveys and mystery shopping to identify that person-to-person interactions were the key to improvement. The program empowered store teams to create action plans, leading to a dramatic turnaround. Market Force helped JD Group achieve a 9% rise in profits, an NPS increase from -11% to +56%, and an 89% customer likelihood to return.

JD Group

Phil Hill

Training Manager