customer-experience Case Study
Newer Isn’t Always Better – How are Changes to Processes Affecting Your Customers and What Do They Have to Say About It?
The Situation
A medical marijuana dispensary was looking to upgrade and integrate its technology systems to enhance the customer experience.
Due to the pandemic, they had to change the way customers placed orders and picked up their products, eliminating in-store shopping.
The Challenge
The client wanted to ensure that these technology enhancements created a positive change for their customers.
They needed a way to gather feedback from customers before and after the change to measure the effectiveness of these system upgrades.
Approach + Solution
Customers were sent invitations to complete the survey after they had a transaction, ensuring that a single customer was not sent too many invitations within a short period of time if they were a frequent customer. As part of the survey, we asked customers if they experienced a problem and, if so, to please describe that problem. Open-ended comments were crucial to this process and were mined to understand what customers thought of the new ordering system.
Results
In fact, the number of customers who said they experienced a problem doubled after the system upgrade and the client ended up switching back to the previous system.
