Case Study: New Balance improves customer satisfaction and validates a new store layout with TruRating

Testing customer response to a new store layout

New Balance, a global sports and clothing retailer, faced a challenge when testing a new store layout in its outlet stores. The company needed to verify that the redesign would positively impact both the customer experience and business performance, as their previous exit surveys failed to provide sufficient insight. They engaged the vendor TruRating to help them conduct a proper test.

TruRating implemented a 'test and control' method over a four-week period, collecting real-time customer feedback and transaction data. This approach allowed New Balance to establish a performance baseline and then measure the impact of the new layout. The results from TruRating showed the new outlet outperformed older stores, with a nearly 8% increase in customer satisfaction scores. This clear data gave New Balance the confidence to roll out the new store format widely.

New Balance