Leger presents the 10th edition of its annual WOW study. The WOW study evaluates customer experience in stores and various performance indicators that are specific to retailers. It identifies the major irritants your customers experience and analyzes their feedback.
Once again, the WOW study revealed the ranking of the best retailers in Ontario based on the in-store customer experience. This year, nearly 13,000 Ontarians evaluated 145 stores in 20 sectors on 20 dimensions of customer experience.
New in 2020
The WOW study sought to understand how the pandemic impacted the in-store customer experience. How did the implementation of new health and safety measures related to COVID-19 affect the customer experience during in-store visits?
(Re)watch our webinar (conducted in collaboration with the Retail Council of Canada) to learn the answer to this question! We presented the results of this study and unveiled the results of our WOW Digital study, which evaluates the online customer experience (from online shopping to delivery).