Leading eyewear retailer set ~45 actions across 8 themes & ~25 online tips to boost NPS
22 May 2020
1 min read
We helped a leading eyewear retailer understand and improve their NPS scores
Context
- Client description: A leading Indian eyewear retailer brand
- Opportunity: The client wanted to improve their NPS which was gradually declining month- on- month for almost a year. Even though the NPS data was already being collected, there was no clear process and structure for analyzing the data and a lack of understanding of key strengths and weaknesses.
Further, the client also wanted to:
- Understand the key drivers for NPS and how they were faring on these.
- Benchmark its performance against competitors and other industry players
Our Approach
- In-depth interviews (N = 60+) with eyewear customers across product categories of eyeglass, sunglass and contact lens
- Market visits and mystery shopping across 6 metros and Tier 1 cities
- Analysis of existing client NPS data and studying variations across purchase channel, category, city, loyalty program membership and brands sold by the client
- Benchmarking of best practices with global players who have high NPS