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Logi-Serve helps to reduce turnover and improve customer experience in a big box retailer
customer profile

Logi-Serve worked with a privately-held pet supply retailing company to address two key challenges—reducing turnover and increasing the quality of customer service. When Logi-Serve was used as part of the applicant screening process, the client experienced a 21 percent decrease in turnover, saving an estimated $175,000.

Customer

The client is a privately-held pet supply retailing corporation with a major presence in the US, having more than 400 neighborhood locations in 31 states.

Challenge

Our client sought to address two key challenges. The first was a high rate of turnover/attrition among its Store Team Members and Leaders/Managers. The second challenge was to increase the quality of customer service, as measured by ratings from their own “secret shoppers.”

Solution

Logi-Serve implemented our Service and Sales Assessment and created a customized benchmark using the competency profiles of the client’s top-performing incumbent employees in both roles.

Results

When Logi-Serve was used as part of the applicant screening process, the client experienced a 21 percent decrease in turnover (voluntary, involuntary and other). Based on conservative assumptions, Logi-Serve enabled the client to reduce its costs due to turnover by around $175,000.

Results of a store-level analysis indicated substantial improvements across all secret shopper dimensions. Secret shopper scores from the period following Logi-Serve implementation were significantly higher than those from the period preceding Logi-Serve implementation.
 

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