Case Study: HMV restores its iconic brand and boosts customer satisfaction and spend with Service Management Group (SMG)

hmv restores its iconic brand using customer feedback to drive action

HMV, the UK entertainment retailer that went into administration in 2013, faced declining footfall and fierce competition from digital rivals and needed to become more customer-centric to restore its brand. To collect robust, actionable feedback and drive organisational change, HMV partnered with Service Management Group (SMG) and launched the "hear my voice" customer experience measurement programme.

SMG’s solution provided transaction-level insights, benchmarking and tools to engage staff and prompt focused actions (improved search, staff training, recognition programmes), which nearly doubled response rates (from ~900 to ~1,800/week) and showed Highly Satisfied customers spend 8% more. With SMG’s programme HMV achieved a 7-point increase in Overall Satisfaction, increased music-department browsed spend by nearly 50%, reopened stores (14 in 2015) and reclaimed its position as the UK’s biggest physical music and DVD retailer.

HMV

Rupert Banning-Lover

Central Operations Manager