Case Study: Five Below Improves Customer Experience with TruRating

Understanding your CX by Department

Five Below, a large specialty discount retailer, sought to understand customer reaction to their new Five Beyond product range, which featured more complex tech items at higher price points. Their challenge was to determine if this new department was creating different customer expectations around service compared to their traditional, self-serve, low-priced items. They engaged the vendor, TruRating, to conduct an analysis and gain these insights.

TruRating’s analysis of customer experience metrics by shopping mission identified an 18% difference in service expectations for the Five Beyond section. This revealed that customers purchasing the more complex products required more assistance. Using this data, Five Below stationed an employee in the new department to provide ready assistance. This proactive change, guided by TruRating's insights, led to improved customer satisfaction scores for that department.

Five Below