Following refit programme in some of client’s 600 plus stores nationwide, a customer audit was
required to ensure changes delivered improved customer satisfaction KPIs.
WDG Research employed a region by region approach to evaluating customer satisfaction in
new layout versus benchmark standards. This on-going study involving over 30,000 interviews
identified areas of strength and areas requiring improvement.
Client delighted with raised performance benchmarks by region and Best Practice
guidelines for entire estate.
