Benchmarks & Client Cases

Creation of a VOC & NPS Process

The Challenge

VOC study

Problem

• Lengthy queuing times

• Counter operators have their back turned to the customer the majority of the time

• Discomfort for the customer when paying due to lack of space


Root Causes

• Waste due to micro movements within the counter area

• Excess of product and inadequate exposition in the counter’s surrounding areas

• Single queuing system that is confusing to the customer

• Movements outside the counter to pick up locked or reserved items or replenish consumables

• Counter layout is not optimised for efficient checkout operation or operation with multiple checkout assistants



The Solution


customer centricity

• Introduction of a transactional Net Promoter Score (NPS) measurement system in the stores areas and inclusion of this indicator in the Daily KAIZEN™ routine of the teams

Customer centricity

• Voice of the Customer (VOC) survey designed and tested in a real environment with 119 respondents

• Creation of a cyclical process for the improvements to be implemented as a result of the VOC

The Results



Pilot Stores NPS Evolution
Evolution of NPS Score for pilot stores area

NPS Evolution Ratio - Revenue

NPS Evolution Ratio → Revenue


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