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Customer Experience & Service Excellence
Retail
Service standards raised across outlets, sustaining a 4.8 customer rating
4.8
107 in 134
Customer rating sustained across outlets
Assessed staff showed measurable improvement
The challenge
As the brand expanded across locations, service experience depended heavily on individual staff capability, so customer experience differed outlet to outlet despite strong products.
The approach
A 12-day, behaviour-led service-excellence programme for frontline teams standardised greeting, rapport-building, need-based questioning and sales closure, focused on confidence and product knowledge.
The result
107 of 134 assessed employees showed measurable behavioural improvement, strengthening consistency and helping the brand sustain a 4.8 rating across outlets.
A premium retail chain
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