Our client in the retail arena was experiencing a decrease in customer satisfaction due to poor service delivery. A new order confirmation process was implemented and rolled out nationally. The roll out was supported by an in-store incentive program for front line employees, to encourage rapid adoption of the new process.
SeeLevel designed a customer experience measurement program that captured whether the in-store team members were complying with the new order confirmation process.
Our HX Evaluators conducted over 16,000 in-store evaluations over the course of 6 weeks. Every time a team member was observed delivering the new process by an HX Evaluator, the team member and their manager were awarded an On-The-Spot reward certificates.
Compliance with the new process increased by over 32% over the course of just six weeks.