Consumer Durables

Improved existing SOPs in correlation with CSAT, and the adherence level shot up to 90% Challenge

A worldwide market leader in decorative lightings wanted to improve their CSAT scores and understand the challenges faced by their customers

Approach

RedQuanta designed an ideal customer experience journey roadmap for the client and then mapped the actual experience with the ideal one, highlighting areas of improvement for the stores. 150 surveys conducted month-on- month improving the overall CSAT scores

Impact
  • SOPs which had a direct correlation with CSAT were identified and then these SOPs were improved to a 90% adherence level
  • Quarter on quarter improvement in the CSAT score maintaining industry standards
  • Increased tagging of best sellers and new arrivals in stores improved sales by 18%
  • Increased customer home visits for suggesting the best lighting solutions improved brand recommendation by 9%
  • Improvement in staff’s knowledge around specific higher end products improved sale by 27%