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Root cause analysis of retail experience gap in third party channels: optimizing the IQOS retail experience across third party channels:
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| 3.13 MB | Adobe PDF |
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Resumo(s)
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
Human factor Operational constraints Performance gap Customer experience Survey analysis NPS analysis