B&Q needed to find out how their customer experience matched up to their desire to deliver outstanding service, product range and value for money in their key operating sectors, both in-store and on their DIY.com web site.
Using multi-channel customer feedback and short surveys (just NPS score and verbatim reasons), B&Q were able to find out what issues were important to its customers.
B&Q used Feedback Ferret to gather and analyse feedback, and to report on issues which are important to its customers. B&Q head office and its stores made use of this actionable insight to make a real difference to their customer experience.
In-store leaflets stimulated multi-channel customer feedback, whilst banners and buttons on the B&Q DIY.com website asked people for their experience on the site.
Customers could give their open-ended comments through:-
Feedback Ferret managed the entire suite of feedback channels for B&Q, focusing on Net Promoter Score and a single verbatim comment to find out the reason behind the score. Feedback Ferret consolidated all response data for analysis and reporting. The Ferret text analysis engine provides the contextual analysis of all customer comments to make sense of what they have said, delivering useful, actionable reports to management at the stores and HQ.