Leger Metrics Announces Retail Customer Experience Rankings

Results identify customer experience leaders and laggards among Canadian retailers.

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WOW Retail Customer Experience survey results

WOW Retail Customer Experience survey results

This study provides a unique glimpse on how Canada’s leading retail chains are performing on delivering their brand promise.

(PRWEB) March 13, 2014

Leger Metrics, a leading provider of Customer Experience Management and Voice of the Customer solutions, is pleased to announce that it has published the results of the WOW Retail Customer Experience survey. The Leger WOW Retail Monitor ranks more than 188 retail chains operating in Ontario and Quebec, Canada’s two largest markets, on how well they perform in servicing their customers. Each chain was evaluated by 400 of their most recent customers who rated the store on 16 customer experience dimensions plus key emotive attributes that impact consumer perceptions towards the stores where they shop. The results of the survey help retailers better understand what drives customer experience in their sector.

“This is truly the only comprehensive benchmarking study of its kind that tracks customer experience in the Canadian retail market," says Richard Pridham, President & CEO of Leger Metrics. “This study provides a unique glimpse on how Canada’s leading retail chains are performing on delivering their brand promise. It’s clear that some major brands are struggling and need to implement more effective customer experience strategies," concludes Pridham.

Last month, Leger announced these results at a breakfast conference in Toronto to a select group of Canadian retail executives. Now these results have been published along with videos of keynote presenters. Click the link below now to get access to the WOW results:
http://legermetrics.com/resources/wow-retail-monitor-customer-experience.

The WOW survey is conducted annually and is part of a syndicated research study offered by Leger. Canadian retailers can purchase a detailed report for their brand which helps them to better understand their customer experience strength and weaknesses and direct comparatives to their competitors. Leger is in the process of launching a similar study for the casual and quick serve dining sector.

About Leger Metrics

Leger Metrics Inc. is a leading North American supplier of Voice of the Customer (VoC) and Customer Experience Management (CEM) solutions. Leger Metrics provides cloud-based customer feedback management, real-time reporting and customer recovery solutions. Clients range from multi-location retail, restaurant, automotive, financial services and to healthcare. Leger Metrics solutions enable consumer brands to foster deeper engagement, and improve customer satisfaction and loyalty through continuous customer feedback and real-time actionable insights. Leger Metrics is a division of Leger, The Research Intelligence Group, the largest Canadian-owned market research firm with offices throughout Canada, in the United States and in Zurich, Switzerland. For more information: http://www.legermetrics.com.


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