John Lewis

Measuring lost opportunity

John Lewis wanted to re-launch its customer experience tracker. We recommended that in addition to tracking the experience of existing shoppers, the tracker be extended to track lost opportunity shoppers (JL customers in the market who chose not to make their most recent purchase in John Lewis).
The data has allowed John Lewis to not only optimise its experience for existing shoppers, but to understand the drivers of customers shopper elsewhere

  • We ran a monthly customer experience tracker (from the John Lewis customer database)
  • Robust monthly data reported at both store and category level
  • We delivered key drivers analysis and made recommendations on where to prioritise resource based on the results
  • We blend panel and client sample for a national month-on-month read of shoppers who are in the market for John Lewis categories, but who decide to purchase elsewhere
  • We track and measure the drivers for purchase elsewhere in each category (fashion, electricals, homewares, beauty)
  • We conduct key competitor analysis, understanding the shopper benefits in shopping with specific competitors
  • We work with the relevant teams across John Lewis to understand implications and drive action
We offer an unlimited reporting package, giving the client complete flexibility to cut, analyse and use the data as often, and in whatever way is needed
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