Case Study: Google achieves actionable European retail customer experience insights with Pattern

Google - Customer Case Study

Google asked Pattern to run a second European retail benchmarking study to evaluate customer experience across its retailer ecosystem. Pattern conducted a 2019 European retail research project using a jointly agreed scoring methodology to assess customer service, mobile website usability and store visits across multiple markets.

Pattern evaluated 223 retailers in 10 countries over 136 days, collecting almost 28,000 data points, spending 1,113 minutes on customer service calls and walking 308 km of store visits. The study found fewer than 20% of retailers were Leaders (with the UK, France and the Netherlands strongest), identified inter-channel journeys, in-store technology and clear click-and-collect as priority improvements, and Pattern shared the findings with retailers, presented them at Google events in London and Amsterdam, and published the research on Think with Google.

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