Oct, 2017     

Customer experience assessment for e-tailers

Our client one of the largest e-tailing players in India wanted to benchmark its customer satisfaction with the competitors and understand the satisfaction across key parameters.


Our client one of the largest e-tailing players in India wanted to benchmark its customer satisfaction with the competitors and understand the satisfaction across key parameters.

After discussion with our experts in e-tailing and the client, we identified the consumer target segment. We then conducted in-depth-interviews with ~10 customers from the target segment to get inputs to design the questionnaire. Our team then designed the questionnaire identifying the key areas of information required, mapping the customer journey from awareness to ordering to delivery and post-delivery. We then created our own set of hypothesis to be tested. And ran a pilot test to understand the inputs received from the questionnaire, following which the survey was rolled out to 3000+ consumers across metros, T1 and T2 cities. Our consulting team then analyzed the inputs and gave the insights to the client.

The findings and insights were used by the client to assess their customer satisfaction vs. competition. The results helped the client identify the key satisfaction parameters where the competition was doing better than our client. Along with the reasons for the current consumer behaviour. The study helped the client strategize and focus on the key areas for improving overall consumer satisfaction.