Following investment in a new department store this client required an external view of their customers – where else are they shopping, how much are they spending, how far they are travelling and what is their loyalty to the brand?
What we did
Using payments network data we analysed the total spend at the new store and competitor stores before and after the new store openings. We tracked changes in spend across this period (seasonally adjusted) to understand the impact of the new store on customer behaviours and we measured changes in behaviour of different consumer groups, eg. new & existing customers after store opening.
Performance KPIs and shopping behaviours for each customer type were reported centrally and at each store on a daily basis following an opening. Each store experienced slightly different behaviours from new to brand and existing customers and were able to adapt the instore experience (welcome, departmental staffing levels) to suit.