12-store chain, €9M annual revenue
The retailer’s repeat purchase rate had dropped to 31.7% (from 44.2% two years prior), and 38% of negative reviews cited inconsistent service quality across locations.
We conducted mystery shopping assessments across all stores to capture the customer experience at every touchpoint. Working alongside store managers, we standardised service protocols at five key moments in the customer journey and introduced a loyalty programme that attracted 2,200 members within six months. Targeted staff training focused on delivering consistent, high-quality service, supported by a new real-time feedback system to address issues promptly.
Repeat purchase rate rebounded to 39.4% within 10 months
Customer satisfaction improved from 3.8/5 to 4.5/5
Loyalty members generated €1.1M (12% of total revenue)
Negative service reviews decreased by 64.3%
