This process that I describe below will help you to carry out a two-phase study to evaluate customer satisfaction , the shopping experience and the result of the product in a thorough, fast and informative way. In addition, you will give the customer the feeling that you care about them and the product they have purchased in your store.
I visited the store of a well-known retail brand. As always and as a professional default, before buying the product I looked at the decoration of the store, the layout of the clothes and other products, the music, the attitude of the employees. After walking around for a while I decided to buy what I had come looking for: a bag.
When the product was delivered to me, the manager told me about the advantages of their membership club (loyalty card). I always accept, not because of the offers, but because of the hope of seeing how they will evaluate my shopping experience, if they will measure my satisfaction or what I expect from them (expectations met). It caught my attention that it was the manager and also the cashier who offered me the customer card.
In this case, a week after my purchase I received a survey for clothing stores nepal phone number by email, with the subject: “Your opinion is very important to us, tell us about your last visit to our store!”
It was a 10-question survey with a simple presentation that evaluated customer satisfaction and the purchasing process. In this case, it included the measurement of the indicators:
The general condition of the store in terms of appearance, order, cleanliness, ambient music, lighting, condition of the fitting rooms, checkout queues and speed of payment, quality of the items, etc.
Satisfaction with the shopping experience and reasons.
Store recommendation grade.
Brand recommendation grade.
Intention to purchase from the same store again.
Customer profile: gender, age, annual expenditure on clothing and accessories.
Open question to leave a comment.
So far, this seemed to me to be the least we can do with our customers. Ask them how we can improve in the store. The survey was simple, it asked for the essential indicators and it took just a few minutes to complete. I estimate that it took me about 4 minutes to complete it, including comments on the open question.
My surprise was when , three months after my purchase , I received a second survey. It asked about the quality and the results that the product I bought had given me . This is the first time this has happened to me. I had never been asked about the results of a product I had purchased.