Retail Booster

This employee-specific customer survey module of Insight Builder enables organizations to quickly and precisely track gaps in frontline CX performance to the exact employee who delivered the service. Feedback on individual CX delivery across the organization strengthens employee accountability for CX and informs training needed to consistently meet service standards.

When Frontline Employees Fail to Take Accountability, the Quality of the Customer Experience Suffers.

Why Retail Booster?

CAPTURES FEEDBACK

on individual performance across the organization

IDENTIFIES UPSKILLING OPPORTUNITIES

that have immediate impact

FOSTERS OWNERSHIP

of the customer experience at all levels

ASSESSES SERVICE STANDARDS

and whether they are being met

ENABLES REDIRECTION

where service is below expectations

ALLOWS FOR RECOGNITION

at employee and branch levels

PROVIDES RESOURCE

for trainers to focus on branch and team development

MEASURES AGAINST KPIs

established for frontline performance

FOCUSES ATTENTION

on priority frontline behaviors

INFORMS COACHING

opportunities and performance reviews

What Results Can You Expect?

Here are the outcomes our clients experience with RETAIL BOOSTER:

How Does Retail Booster Work?

Retail Booster includes in your customer surveying frontline employee-specific questions to gauge individual CX performance from Voice-of-the-Customer feedback. In the EXP Actionable Analytics Portal, feedback is turned into real-time analytics categorized and calibrated by employee, branch/channel, and manager, enabling prioritized attention to recognize strengths and coach to higher levels of CX performance. Analytics cascading from organization-wide perspectives to the individual on the front line encourage ownership of the CX at all levels.

“

We value our long-term partnership with Support EXP in delivering a great member experience across all parts of our business. They continually innovate and advance their solutions to meet our changing needs and objectives.