PCG
PCG is our Personal Conversation Framework for Guides. Currently observations, coaching and feedback in store can be used to measure and improve the way that we interact with our customers. From 1 April, there will also be an independent, external visit, called PCG external benchmark, which is going to help stores to understand the area(s) that […]
NPS
Net Promoter Score (NPS) is a widely used metric that measures customer loyalty and satisfaction. It is based on a single question: “How likely are you to recommend our product/service to friends or family?” Respondents answer on a scale from 0 to 10, with 0 being “not at all likely” and 10 being “extremely likely. […]
RISE
RISE stands for Retail In Store Experience, and it’s a completely new way of measuring how customers feel when they visit our stores. It’s a brand-new mystery shop program where we’ll no longer be using video, but you’ll gain access to lots and lots of insights that come out of the visit, including all of […]