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Mini Case Study

ABC Fine Wine & Spirits. The company wanted to collect customer feedback that would help them continuously improve the path to purchase and overall guest experience in order to stay ahead in the competitive retail market.

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Ary Antonietto
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53 views

Mini Case Study

ABC Fine Wine & Spirits. The company wanted to collect customer feedback that would help them continuously improve the path to purchase and overall guest experience in order to stay ahead in the competitive retail market.

Uploaded by

Ary Antonietto
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Mini case study

ABC Fine Wine & Spirits

Customer satisfaction and mystery shopping programs drives NPS,


loyalty program participation, and compliance with brand standards
CHALLENGE
As a family owned company, ABC Fine Wine & Spirits was challenged with
demonstrating the value of some of their brand standards to operators and ensuring
that those standards were enforced across their nearly 150 locations.

The company also wanted to collect customer feedback that would help them
continuously improve the path to purchase and overall guest experience in order to
stay ahead in the competitive retail market.
COMPANY HIGHLIGHTS
ABC Fine Wine & Spirits is Additionally, they wanted an easy way to compare customer feedback with third
a privately held American party feedback in order to balance out opinion-oriented data with unbiased data, and
alcohol retailer that sells a reporting platform that would allow them to view real-time results, whenever and
a wide selection of wines, wherever they wanted.
spirits, beers, and gourmet
foods. The brand operates
approximately 150 locations SOLUTION
throughout Florida and is the Listen - Mystery shopping
country’s largest privately Using Intouch Insight mystery shopping programs, ABC Fine Wine & Spirits measures
owned wine and spirits retailer. compliance with their operational and customer experience standards. Mystery
shopping allows them to collect accurate, third party feedback about the delivery of
ABC Fine Wine & Spirits their standards because of the covert nature of the program.
continuously evaluates its
services in order to be flexible, The company shops their stores one to two three times a quarter, depending on the
innovative, and constantly size of the store. They measure things like immediate greeting, name tags, up-selling,
keep up with its customers. rewards program, and the checkout interaction.

Key touchpoints in their


Listen - Customer satisfaction surveys
buyer journey include
In addition to their mystery shopping program, ABC Fine Wine & Spirits uses Intouch
online, social media, retail
customer satisfaction surveys. They collect feedback from in-store customers by
(in-store), and product
including a link to complete a post-transactional survey at at the bottom of the
interactions and reviews.
customer’s receipt. Their surveys measure things such as the customer’s satisfaction
with the staff’s assistance, if they were asked whether they were a rewards member,
and the customer’s likelihood to recommend (Net Promoter Score).
LOCATIONS: 140+
EMPLOYEES: 1,500+ To improve response rates, the company provides incentives for customers to
ANNUAL REVENUE: $500M+ participate in the survey by doing a draw for a $250 gift card once a month.

Interpret
IMPACT Using Intouch custom dashboards, ABC Fine Wine & Spirits can easily consolidate
and compare their survey and mystery shop data in one place. Results are displayed
• Overall NPS increased
in real-time which helps them keep a pulse on performance at every location, and
by 3.5% (including 7.3%
they can view dashboards on their mobile devices.
increase in one district)

• Increased participation in The company has been able to identify how compliance with brand standards
loyalty program directly impacts their ability to meet business KPIs. Locations that immediately
greet customers, offer additional items, ask if a customer is a rewards member and
• Higher basket sales thank them at the end of the purchase also benefit from larger basket size, higher
engagement in the loyalty program and higher NPS and customer satisfaction scores.
• Better compliance with
brand operating standards
They also analyze customer comments on open-ended survey questions to identify
how they can improve the guest’s path to purchase and overall experience.
Act
ABC Fine Wine & Spirits uses the numbers, comments and trends collected through
their customer satisfaction survey and mystery shopping programs to create plans
of action for driving improvements. Actions sometimes include providing extra
training for their teams, making a change in leadership, or scheduling more staff for
understaffed locations.

The company also use Intouch triggers to automatically alert the right team members
when there is a low survey score or there is a guest who needs to be rescued based
on negative survey feedback. They can follow the progress of the ticket within the
Intouch portal, and close the ticket when it has been resolved.

RESULTS
Being able to make the correlation between compliance with brand standards
and business metrics such as higher basket size, improved NPS and increased
participation in loyalty programs has helped ABC Fine Wine & Spirits prove the value
of their standards and procedures to their operators.

The company is now armed with access to real-time reports that allows them to
easily identify areas in need of focus and decide what actions to take to drive better
business results. Communication of staff expectations and the need for training has
also improved, because teams understand how their roles impact the business’
bottom line.
To learn more:
www.intouchinsight.com ABC Fine Wine & Spirits continuously collects feedback and measures store
[email protected]
1-800-263-2980 performance so that they can continue to raise the bar on their standards and
achieve new levels of business success.

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