A wellness retail chain

Customer NPS

In-store CSAT

Customer NPS rose from 63 to 85 and in-store CSAT rose 25%, moving teams to a B1 standard and strengthening long-term customer relationships.

The result

A 12-week Business Communication programme tailored to in-store wellness operations focused on accuracy, fluency and thought clarity, implemented with constant feedback.

The approach

Frequent service mismatches, unclear instructions and unstructured conversations reduced satisfaction across a 500-person workforce at mixed proficiency, with 65% below benchmark.

The challenge

+25%

63 -> 85

Customer Experience & Service Excellence

Retail

Customer NPS rises from 63 to 85 and in-store CSAT up 25% in two months