| First Impression: Greeting and Acknowledgement |
|
| Were you sincerely greeted and offered assistance by a sales associate within 1-2 minutes of entering the store? |
65% Yes, 35% No |
|
| When you were addressed by the associate, did they give you their name? |
31% Yes, 69% No |
|
| Sales Associates |
|
| Were you made to feel welcome and comfortable in the store? |
78% Yes, 22% No |
|
| Did there seem to be someone in charge of the selling floor and truly supervising the sales associates and selling efforts? |
58% Yes, 42% No |
|
| Were all associates neatly and fashionably dressed? |
98% Yes, 2% No |
|
| Were all associates wearing the NY Badge? |
84% Yes, 16% No |
|
| Were sales associates offering their names to customers as they shopped and as they interacted with the customers? |
34% Yes, 66% No |
|
| Store Appearance |
|
| Were there any projects or activities going on that interfered with the customers' ability to shop or the attention and service customers were given? |
9% Yes, 91% No |
|
| Were the sales floor and fixtures fully stocked, as opposed to there being half-empty stacks of garments or hangbar arms? |
95% Yes, 5% No |
|
| Determining Needs |
|
| Were you offered any assistance or help as you shopped? |
63% Yes, 37% No |
|
| When carrying merchandise selections, were you offered a fitting room? |
50% Yes, 50% No |
|
| Fitting Room |
|
| Was the fitting room neat, clean and cleared of prior merchandise? |
84% Yes, 16% No |
|
| Were you offered additional assistance or merchandise selections, colors or sizes while in the fitting room? |
36% Yes, 64% No |
|
| Closing |
|
| Did sales associates/cashier suggest additional colors, quantities or items and/or did they offer to complete the sale by accessorizing your selections with socks, hosiery, jewelry or handbags? |
43% Yes, 56% No |
|
| Was the cash wrap area adequately staffed relative to the number of customers on line? |
92% Yes, 8% No |
|
| Was the cashier polite and focused while handling your transaction (making eye contact, sincerely thanking and encouraging you to return)? |
92% Yes, 8% No |
|
| If you paid by check or charge, were you thanked by name? |
53% Yes, 46% No |
|
| Did the cashier ask about putting your purchase on a company charge card account or opening one? |
59% Yes, 40% No |
|
| Overall Shopping Experience |
|
| When you finished shopping, did you feel our team treated you in a more special, friendlier manner than other retailers? |
58% Yes, 42% No |
|
| Based on service levels, did you enjoy your shopping experience and would you come back? |
79% Yes, 21% No |
|
| Overall |
|
| Please rate your overall shopping experience: |
24% - Excellent
34% - Very Good
30% - Average
13% - Poor
|
|
| Narrative (275 character minimum) |
Various |
|
| Could anything have been done to make your experience better? |
Various |
|
