Every week, shoppers across 1,000 Kohl's stores shared what they loved and where things fell short. The executive team reviewed insights from thousands of shoppers each week so they could act fast.
Consumer Insights
UX Research
Customer Experience Researcher
2014 to 2020
Every week, across 1,000+ Kohl's stores, shoppers shared what they experienced. Good moments, small frustrations, what they loved, what would bring them back. It was a rich and steady stream of honest feedback. The executive team needed insights each week so they could act while it still mattered.
A weekly leaderboard and sentiment analysis shared themes about what was going well and what could improve with Kohl's leaders. They needed the whole picture, not just one store or one week. Making sense of that much feedback, fast enough to matter, required advanced pattern recognition capabilities and a smart leaderboard.
Feedback from every store was consolidated into a brief view of the customer journey. What people valued rose to the top. Where things slipped was easy to spot. The turnaround was tight, often just a couple of days, to glean insights. This rapid turnaround ensured that the customer experience got the attention it deserved.
Week after week, the voice of the shopper reached the people making decisions among Kohl's top-level executives. What customers valued shaped real decisions, from the products on the shelves to the moments that matter most in a visit. For six years, it stayed a steady decision influence through continuous listening.
