Did you know over the last year we: Launched our Customer Scorecard to track New Look performance across brand, market and channel to help educate and inform management actions. Extended international insight coverage to France and Ireland to improve our understanding of the customer in local markets. Undertook four seasonal price benchmarking studies across the business, ensuring New Look maintains its competitive price position.
Launched an ongoing programme of customer wearer trials to benchmark the quality and fit of New Look products. Spoke to over 65, 000 shoppers to track our customer experience; initiatives arising from this included a service programme in stores that has now been rolled out across the portfolio.
Interviewed over 125, 000 customers and conducted over 75 focus groups with high street shoppers to ensure we are continually learning how to improve our business and give our customers what they really want.
by Angelica Jackson in 09 March 2011
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