Net Promoter Score for SWATCH GROUP: How to measure clients satisfaction in stores.

Background
For one of its high-end brands, SWATCH GROUP wanted to analyse its own clients’ satisfaction on points of sales and evaluate how many would promote the brand as a result of their store visit and shopping experience.

Solutions & Approach
A tailor-made Net Promoter Score (NPS) survey was conducted at each of the brand’s boutique, asking actual clients feedback about their shopping experience. The questionnaire was short and specifically designed to focus on the client’s willingness to refer the brand and its products.

Results
The NPS survey provided the brand with unique insights on its stores’ performance, identifying a few shortcomings that had not surfaced through a previous Mystery Shopping (MS) programs. This additional research resulted in a growing loyal customer base for the brand as well as incremental revenue.