Customer Experience (CX)
Online · Offline Purchase Experience NPS
Retail companies that provide both online and offline purchasing experiences should pay attention. Online and offline are not separate channels. Users transition between online and offline purchasing, and that experience influences their ongoing use of these retail channels. By measuring online and offline purchasing experiences, you can identify improvement opportunities necessary for the continuous growth of retail channels.
• When you want to develop online and offline customer experiences together
• When you want to improve the significant differences in online and offline customer experiences
• Recommendation intention (NPS) compared to competitors regarding online and offline experiences and the reasons why
• Since we ask about the willingness to recommend and the reasons based on online and offline experiences, the number of respondents for each experience may vary.
This is a solution that optimizes omnichannel strategies by integrating and evaluating online and offline purchasing experiences.
You responded that you have purchased A product from A brand. Compared to other offline stores, how likely are you to recommend A brand to your friends or acquaintances?
Please freely write the reasons you want to give that score out of 10, based on your recommendation for the brand.
