House of Fraser further redevelopm​ents

Department store, House of Fraser, is setting the

pace for other retailers with continuing interactive media measures.

They will now measure and analyse the customer experience in store, online and with its call centre. House of Fraser will use the data to
quantify the online customer experience in ways that help prioritise and drive changes with the greatest impact on brand and business goals.

It’s the next step in developments, which have already seen a completed web redesign based on consumer satisfaction data.

“The customer experience across all touch points is of paramount importance to us, and it is critical that we measure in a way that provides accurate data and analysis that helps us prioritise improvements,” said Robin Terrell, Executive Director of Multichannel and International at House of Fraser. “We’ve already seen how valuable and actionable this data is when it comes to online initiatives; now ForeSee will help us to understand how customers experience our brand across various channels and how their experiences affect sales, loyalty, recommendations and overall satisfaction.”