Case Study: Under Armour scores across retail channels with Second To None

Under Armour boosts retail CX across 3 channels with Second To None

Under Armour partnered with Second To None to conduct an omni-channel mystery shop benchmark. The challenge was to measure and improve customer satisfaction and service performance across all retail channels, specifically in-store, in call centers, and online.

Second To None implemented a solution involving in-store, call center, and online evaluations, combined with proprietary competitive benchmarking. The results provided strong baselines and actionable insights, identifying key drivers of customer recommendation and highlighting areas for improvement in phone and chat support, while online usability scores were strong.

Under Armour