Case Study: The Retail Prodigy Group achieves higher revenue and ATV with TruRating

Delivering the ‘Ultimate Customer Experience’

The Retail Prodigy Group (RPG), a sports fashion retailer in Australia and New Zealand, faced the challenge of effectively measuring its team's execution of key customer service standards, such as using a customer's first name and presenting product options. They needed to move beyond a simple satisfaction score to understand compliance at a granular level and quantify its business value. They turned to the vendor TruRating for a solution.

TruRating implemented a system of custom questions at the point of sale to gather real-time feedback on RPG's specific service standards. This allowed RPG to see performance down to the individual staff and hourly level and, crucially, to connect compliance directly to sales data. The solution from TruRating quantified a significant financial impact, including a 32% increase in average transaction value and a 20x return on investment, proving the value of their service standards and providing a powerful tool for coaching and performance management.

The Retail Prodigy Group

Phillipa Peel

People and Culture Manager