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Optimizing the IQOS retail experience across third party channels - third party evaluation model for tier classification
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This work project addresses the performance gap between PMI-operated and third party IQOS
retail stores in Portugal, where NPS scores differ by 40 points. Through comprehensive
analysis of retail operations and customer experience, two integrated solutions have been
developed: a data-driven partner evaluation model and an enhanced digital sales tool. The
partner evaluation model employs location-based metrics and customer satisfaction scores to
systematically assess store performance, while the revitalized sales tool supports consistent
service delivery and customer conversion. Implementation across PMI's Portuguese retail
network could drive conversion of up to 9,649 smokers to IQOS, generating €2.961million in
additional annual earnings.
Descrição
Palavras-chave
Partner classification Evaluation framework Performance criteria Data analytics Channel optimization Tier segmentation