Purplle is leading Indian-based cosmetic brand that primarily operates as an online store and offline retail stores. They specialize in offering a diverse selection of beauty products that cater to both men and women. As the brand continues to grow, they have expanded their presence with physical stores in various locations across the country. In these stores, customers can experience their products in person and receive personalized advice from in-store beauty advisors. Purplle's goal is to provide customers with a seamless shopping experience that blends the convenience of online shopping with the personalized touch of in-store shopping.
Recognizing the value of customer feedback for gaining insights into their preferences, expectations, and satisfaction levels, Purplle sought a solution to collect, analyze, and act upon feedback to enhance their overall customer experience. With more stores opening up, they required a scalable feedback solution to measure CSAT, NPS, Beauty Advisor Feedback, and overall store ambience. In addition, Purplle wanted to gain a better understanding of their customers' shopping experience and loyalty.
- Absence of a centralized source of truth for all locations
- Difficulties in collecting feedback for Instore Beauty Advisors
- Requirement for a unified platform to offer NPS and CSAT solutions
- Implementation of a single platform for Offline Kiosk and Online Feedback Collection
Generally in-store beauty advisors often do not get detailed feedback on their performance, which makes it difficult for them to improve and deliver exceptional service. Moreover, it is challenging for retailers to identify top performers and areas for improvement without having access to real-time feedback data.
Purplle recognized this challenge and wanted to ensure that their in-store beauty advisors received timely feedback that they could act upon. They also wanted to measure their performance and identify top performers and areas for improvement. This was one of the key reasons why they decided to implement Zonka Feedback, which provided them with a scalable and robust feedback management system to collect, analyze, and act upon customer feedback, including feedback on in-store beauty advisors.
Purplle has implemented an innovative approach to collect real-time multilingual feedback from customers at their physical outlets. They have installed Offline Survey Kiosks at their stores, enabling incoming customers to provide immediate feedback on their shopping experience. This feedback is critical for Purplle to understand their customers' preferences and expectations, allowing them to improve their products and services to enhance overall customer satisfaction.
Deploying various measures to improve the on-premises experience and customer satisfaction at stores. To measure team performance and identify areas for improvement, Purplle has added all In-Store Beauty Advisors to the feedback form list, and before a customer gives feedback, the beauty advisor selects their name from the list. This makes it easier to identify the rated beauty advisor and analyze their performance. Through in-depth team reports, including agent-wise and agent-comparison reports, Purplle.com can identify top performers and areas for improvement and take action to enhance the overall customer experience.
Purplle also measures performance per store by comparing the feedback received across different stores. This allows them to identify which stores are performing well and which need improvement, enabling them to take corrective action where necessary. By analyzing feedback across different stores, Purplle can also identify trends and make data-driven decisions to enhance the overall customer experience.
To streamline feedback management, Purplle has also implemented CX automation and workflows, such as automating various tasks, such as sending feedback surveys to customers, collecting responses, and analyzing data. Additionally they have set up negative feedback alerts to notify the team immediately when a customer leaves negative feedback.
To ensure a comprehensive approach, Purplle has implemented over 15 offline devices in their stores, measuring various metrics such as:
- CSAT to understand how customers feel about their store and shopping experience
- NPS to assess loyalty and customer recommendation of stores to others
- Advisor Feedback to evaluate how well the Purplle Advisor assisted the customer during shopping experience
- Overall store ambience to understand how customers perceive their physical stores
Through this approach, Purplle can now collect real-time feedback from customers and quickly address any issues or concerns that may arise. This not only enhances the customer experience but also helps to build customer loyalty and increase customer retention. By using data-driven insights, Purplle can identify areas of improvement and take corrective action to enhance their overall customer experience.
Purplle's implementation of various measures to improve the on-premises experience and customer satisfaction at stores has resulted in several positive outcomes. By using Team/Agent Feedback, Purplle has been able to measure team performance, identify areas for improvement, and take action to enhance the overall customer experience. The implementation of CX automation and workflows has saved time and resources while ensuring consistent and accurate feedback collection.
The installation of Offline Survey Kiosks has enabled Purplle to collect real-time feedback from customers at their physical outlets, allowing them to understand their customers' preferences and expectations and take steps to enhance the in-store experience. Through measuring various metrics such as CSAT, NPS, Advisor Feedback, and overall store ambience, Purplle has gained valuable insights into customer satisfaction levels and areas for improvement. Overall, these measures have helped Purplle enhance the customer experience, build customer loyalty, and increase customer retention.
Purplle.com's association with Zonka Feedback has enabled them to capture and analyze customer feedback effectively, resulting in high customer satisfaction scores. The integration with Google Sheet and use of various reporting features have provided valuable insights for improving the customer experience. With plans to onboard NPS surveys via SMS, Purplle is committed to continuously enhancing its customer experience based on feedback-driven insights gained through Zonka Feedback.