Voice of the customer
What do consumers think of us? How do they rate their shopping experience?

What do consumers think of us?

The Customer Intelligence team gives our customers a voice, analysing their feedback throughout their experience with our brands, both online and offline, through the Medallia customer experience platform: visits to the stores to browsing the e-commerce website, online shopping, home delivery of their orders, and their experience with customer service. 

 

The findings of these surveys, shared with the relevant departments, are essential to understand the customer’s perspective, discover any areas for improvement or identify our strengths. This information helps us to build future strategies, with a view to continually improving the shopping experience.

More than 1 million feedback

Every year, we collect feedback from more than a million end customers. Take a look at some examples and results!

esperienza-in-store
In-store experience

How we treat customers and the appearance of the store has a significant impact on the customer’s shopping experience, and can make a difference in terms of perception and results. For example: 

 

  • Store layout: is it functional? 
  • Service quality: how important are simple actions, such as greeting customers when they enter the store? What about assistance with purchases?  
  • The right product: how are products and collections perceived in terms of quality and variety? 

Did you know?

88% of customers who shop with us feel they are treated as a valued customer, which demonstrates the important role played by sales assistants.

88%feel they are treated as a valued customer
esperienza-online
Online experience

Customers visit our websites for a variety of reasons, and each individual element impacts their user experience. For example: 

 

  • Customer objective: how is satisfaction influenced depending on whether customers are shopping for themselves, looking for a gift, signing up for the loyalty programme or just looking for some inspiration?  
  • Payment methods: how is the user experience at the checkout perceived? 
  • The right product: how much does an accurate size guide impact orders and returns? 

Did you know?

Customers who visit the e-commerce websites “in search of inspiration” rate their online experience with a score of 9/10.

9/10average score for the online experience
ricezione-ordine
Order Receipt

From packaging to order tracking and the condition the products arrive in, there are many variables that can impact the ultimate satisfaction of the customer:  

 

  • Packaging and products: how is packaging rated? Are there any types of product that get damaged more frequently during transport? 
  • Online or Omnichannel orders: is there a difference in satisfaction between customers who choose home delivery or in-store collection of their order? 
  • Monitoring and timely delivery: how important is the product tracking service? Did the delivery arrive on time? 

Did you know?

Customers who choose home delivery are satisfied with both the condition of the product and the packaging.

9/10average score for the product
8.5/10average score for the packaging
customerservice
Customer Service

The problem-solving support we are able to offer our customers has an impact on both immediate satisfaction and long-term loyalty. For example, we can analyse: 

 

  • Contact method: how is the online chat tool rated? 
  • Quick query solution: are customers able to find an answer to their questions the first time they contact us? 
  • Service satisfaction: how satisfied are our customers after talking to our operators?  

Did you know?

79% of customers who had an issue confirm it was resolved.

79%satisfied customers after a solved problem
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