A nationwide Home and Electrical Appliances department store executed an iKnow program campaign throughout all of their stores. The 56 stores were required to run the campaign for 12 weeks and both purchasing and non-purchasing customers were invited to provide feedback through the program’s quick and simple SMS platform.
KEY CAMPAIGN OUTCOMES
- Response rates ranged between 15% and 20% by store
- Through iKnow’s comprehensive reporting, the campaign identified poor performing stores which created specific operational focus from Head Office
- Live benchmark results by store and region enabled Head Office visibility on areas of strength and weakness
- Immediately identified dissatisfied customers and invited to them to offer further feedback with a call from a company representative
- Enabled fast and efficient resolution of customer complaints
Testimonial
“…it {the program} created a new level of accountability that we had not had before…as a result we were able to focus on specific areas where we would gain immediate improvement.” Head of Marketing.