Customers love what we do

Improved post-purchase experience and boosted bottom line at QUIZ

Customer Story Retail Delivery Management UK nShift Returns nShift Track

Quiz is one of the UK’s leading fashion retailers, with over 150 branded locations and concessions in most major UK cities and 60 franchises across Europe and Asia. Seamless delivery and hassle-free returns form a core part of the company’s promise. nShift ensures they keep it.

Solutions used

nShift Track and nShift Returns

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The Challenge

All too often retailers invest heavily in acquiring customers into their webstore through discounts and other incentives and then make huge investments to build beautifully curated pre purchase journeys, enticing the shopper to part with their hard-earned cash.

It’s odd then, that the minute the customer hits the buy button, that hard won relationship is handed over along with the order to a parcel carrier and that acquisition and conversion investment needs to start all over again.

Quiz network

branded locations

Franchises

The Solution

Being one of the early adopters of nShift Track, Quiz had identified how providing a fully branded post purchase tracking experience for their customers could not only help to reduce WISMO (Where Is My Order) contact with their customer service team but also continue a fully branded customer journey to their front door, opening up a new marketing channel in the moments where their customer is most engaged with them.

Right in the moment where a customer has invested trust in the retailer to fulfil their order, the team at Quiz realised that communicating with their customers proactively in an immersive branded experience, keeping them informed about the progress of their order would prove extremely beneficial. Not only reducing operational costs but also driving customers back to the Quiz website, reducing time to next purchase and at the same time increasing customer loyalty.

The Result

With the average industry marketing email generating between 2.5% - 3% Click Through Rate (CTR) to a retailers website, retailers using post purchase branded communication with nShift Track are seeing 5 times this number of CTR’s, greatly increasing the chance of customers making additional purchases.