Tracking end-to-end customer journeys for a much-loved high street brand

We track John Lewis & Partners customers across 18 different purchase journeys, online, offline and from research through purchase to fulfilment in one of the first programmes of its kind in the UK.

Generating over 30,000 interviews a year, we have designed and built a performance improvement system, connecting omni-channel experiences to category, mission, customer segment and transactional data to provide a truly holistic view of the experience.

Our work delivers swift issue diagnosis, focusing on a range of touch points to work out precisely where and how the store meets (or exceeds) customer expectations and pin-pointing the areas and requirements for customer-focused resolution.

In increasingly turbulent trading conditions, our work gives the leadership team at John Lewis & Partners the confidence they need to make decisions about where and how to invest in continuing to deliver great customer experiences.

Our work involved:

Design

Customer Experience Tracking

Brand strategy