Sleep Train Delivers the Ultimate In-Store Shopping Experience with Voice of the Customer Platform

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Sleep Train implemented Leger Metrics Voice of the Customer (VoC) solution across all 300 store banners, including Sleep Country USA, Mattress Discounters and GotSleep, to ensure it delivered on the promise to always provide a suburb customer experience.

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With the home furnishings industry forcing manufacturers to streamline product assortments, many retailers are searching for strategies beyond product differentiation to stand out from the competition. For Sleep Train, the number one bedding specialist on the West Coast, reinforcing its founder’s mission to always provide a suburb shopping experience was the ticket to success. The retailer implemented Leger Metrics Voice of the Customer (VoC) solution across all 300 store banners, including Sleep Country USA, Mattress Discounters and GotSleep, to ensure it delivered on this promise.

In the home furnishings space, sales associate intervention is especially critical. With the Leger Metrics VoC platform, Sleep Train had the tools to measure engagement between its associates and the customer by using results from key survey questions. The data can be easily analyzed to correlate a positive sales performance with high customer satisfaction scores, which translates into positive word-of-mouth, referrals and repeat business.

For further insight into the interaction between its sales associates and customers, the retailer has the ability to track important attributes at the employee level such as product knowledge, friendliness and professionalism then roll up the survey data to track the overall customer satisfaction levels at a regional, district, brand and store level. If scores are unsatisfactory, the Leger Metrics VoC software solution empowers Sleep Train to drill down to the source, identify the specific pain point and address it.

Sleep Train also has the ability to consolidate real-time survey data into one system enabling the organization to work from “one version of the truth” and oversee customer satisfaction more efficiently. Prior to using a formal VOC platform, the retailer utilized disparate internal solutions to document the customer experience, including collecting feedback at the POS and on social media, hosting customer focus groups and third party market research.

For a more in-depth look at the Sleep Train 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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