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Case Study

Fish 4 Opinion: How Pets at Home is proving the value of customer satisfaction with SMG

This UK pet retailer revamped its guest and colleague measurement strategy to maximise impact

When trying to improve the guest and colleague experience the more data you can get, the better. That is why Pets at Home transitioned from a mystery shop programme to a branded CX programme that delivers robust customer data in real time — and leads to business changing insights.

Download the case study to see how Pets at Home was able to:

  • Identify + improve the top drivers of satisfaction
  • Establish the transaction-level impact of a top box experience
  • Draw a clear link between colleague satisfaction + NPS