Client Segment:
A well-established retail company aiming to enhance customer satisfaction and loyalty across its stores.

Method:
A quantitative research approach was employed, utilizing CSAT surveys to gather actionable insights from customers regarding their shopping experiences.

Data Collection:
CSAT Survey Development: A structured CSAT survey was developed, including key metrics such as:
Overall satisfaction rating likelihood to recommend the store to others (Net Promoter Score)
Specific feedback on product quality, staff service, store cleanliness, and checkout experience

Survey Distribution: The survey was distributed to customers through various channels:
In-store kiosks at the checkout
Email invitations sent to recent purchasers
QR codes on receipts directing customers to the online survey

Data Analysis:
Regression Analysis: This technique was used to identify the impact of various factors (e.g., product quality, staff service) on overall customer satisfaction, quantifying the strength of relationships between these variables.
Cluster Analysis: Employed to segment customers into distinct groups based on their satisfaction ratings and feedback patterns, allowing for targeted improvements tailored to specific customer segments.
Gabor-Granger Technique: Utilized to determine price sensitivity and understand how changes in pricing may affect customer satisfaction and purchasing decisions.
Conjoint Analysis: Conducted to assess the relative importance of different service attributes (e.g., speed of checkout, staff availability) in influencing overall customer satisfaction.

Qualitative Analysis: Open-ended survey responses were analyzed qualitatively to identify recurring themes and sentiments regarding customer experiences, providing deeper insights into specific areas of concern or praise.

Findings:
The CSAT assessment provided valuable insights into customer satisfaction levels and expectations. Key findings included:
An overall CSAT score of 82%, indicating a generally positive customer experience.
High satisfaction ratings for product quality and store ambiance, while concerns were raised regarding wait times at checkout and availability of staff assistance.
Specific themes emerged from qualitative feedback, such as the desire for improved loyalty programs and clearer product signage.

Solution
Based on the findings, the retail company was able to:
Implement targeted improvements to reduce checkout wait times, such as increasing staff during peak hours and adding self-checkout stations.
Enhance staff training programs to improve customer service interactions and responsiveness.
Revamp the loyalty program based on customer feedback to offer more attractive rewards, fostering increased customer engagement and retention.