We have utilised our team's skills and retail experience to create a customer experience programme that fully meets Seasalt's requirements.

What: Coastal themed lifestyle retailer.
Where: Stores across the South West, online and mail order.

Facts:

Began life in Penzance in 1981, has since expanded regionally.

Challenge:

Seasalt came to Insight Retail in 2014 as they wanted a service that would allow them to assess whether staff training measures were being carried out across its portfolio of retail stores, as well as gain a further understanding of consumer perceptions of its offering.

Insight: 

Using our team's retail operations background, as well as our knowledge of working with other retailers,  Insight had a good understanding of Seasalt's needs and the issues that they faced on a day to day basis. We were able to use this knowledge to design a bespoke assessment programme that would allow Seasalt to measure its staff training initiatives, as well as gain an understanding into what its customers were experiencing at store level on a typical day of trade. 

Outcome:

Seasalt were so pleased with the series of store visits that were carried out by our mystery assessors that they have since instructed us to carry out further assessment of their customer service teams. We've done this through a series of telephone audits, as well as implementing an ongoing programme of online customer satisfaction surveys.

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