Case Study: Leading Apparel Retailing Company boosts loyalty and revenue by improving fitting-room cleanliness with Service Management Group (SMG) text analytics

Leading Apparel Retailing Company - Customer Case Study

Leading Apparel Retailing Company was losing conversions because dirty fitting rooms were deterring shoppers from trying on and buying merchandise. Service Management Group (SMG) used its text analytics dashboard to investigate: although 30% of customers visit fitting rooms and those visitors show 5–8 percentage points higher overall satisfaction and 35% higher spend, many open-ended comments flagged cleanliness problems—particularly dusty floors and smudged areas.

Service Management Group (SMG) drilled into the data and found “floor” in 22% of negative comments, “dust” in 12%, and both together in 10%, showing more than a third of comments referenced dusty floors. The retailer empowered fitting-room associates to clean on sight, and year-over-year dissatisfaction with fitting room cleanliness fell, contributing to measurable lifts in loyalty and spend (highly satisfied customers are 89% likely to return versus 48% when cleanliness is poor, and satisfied shoppers spend about 5% more).