Data without action is dead data.

Accelerating accountability drives results.

Using Feedback ASAP’s Improvement System to drive accountability and action at the front line, our optical retailer client saw significant changes to their NPS.

With the goal of improving end-to-end customer journeys, our programme insights identified where issues were happening; outlining the key opportunities to target missed behaviours and removing the guesswork so that behavioural change could be made.

By giving each staff member their number one opportunity to improve upon, Feedback ASAP’s client was able to celebrate an increase in NPS of 43% to 74%, and an increase in sales of 18%.

With a team of 10,000, Feedback ASAP’s involvement in a department store’s sales improvement was no mean feat.

With thousands of customer interactions every day we assessed what was driving daily customer traffic and then focused on a customer-led programme by creating a Customer Delight Index. This encouraged team members to focus on the frontline, focus on their interactions with customers and improving consistency which ultimately enabled improvement.

By celebrating customer delight with real time alerts and acknowledging the specific team member involved, it enabled the recognition of individuals despite such a large and varied team. With these processes implemented, this company saw a 27% increase to NPS in three years.