Staples Canada Leverages Voice of the Customer Platform to Strengthen Pulse on Customer Experience Data

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The retailer aspired to generate deeper meaning from its customer experience data by partnering with Leger Metrics, a Voice of the Customer (VoC) solution provider with analytical dexterity.

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Many retailers who survey, measure and track the customer experience often become complacent once common irritants are addressed and overall satisfaction scores begin to improve. For Staples Canada, an office products retailer with 320 locations, complacency was not an option. The retailer aspired to generate deeper meaning from its customer experience data by partnering with Leger Metrics, a Voice of the Customer (VoC) solution provider with analytical dexterity.

In order to take the “Staples Canada experience” to the next level, the retailer utilized Leger Metrics flexible VoC platform and customized reporting to view more sophisticated insights based on its specific business needs and infrastructure. The company had the ability to implement and alter multiple in-store surveys quickly, review various aspects of the business independently and roll the feedback data together to compile one customer satisfaction score. Additionally, the findings from quarterly deep dive reports prepared by an elite team of data analysts at Leger Metrics empowered Staples Canada to better understand the breadth of its VoC data.

For further validation and reporting, all of the transactional data from Staples Canada Point-of-Sale system (POS) was automatically pushed to the VoC system. This enabled the retailer to link survey responses with customer data, including transaction value, product category, SKU, store and cashier, to determine how a sales associate engagement impacted financials and drove customer satisfaction. This newfound visibility allowed the store-level team to feel both accountable and celebrated for contributing to the Staples Canada experience.

With a stronger pulse on its customer experience data, and Leger Metrics Customer Recovery platform, the retailer can fully engage with customers as well as resolve product or service issues promptly and professionally. This has allowed Staples Canada to pinpoint specific improvement areas as opposed to making assumptions on behalf of its customers.

For a more in-depth look at the Staples Canada case study, as well as other VoC success stories, visit the Leger Metrics Case Study Library.

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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Richard Pridham
Leger Metrics
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