1. Home
  3. Case Study
  5. Primark Uses Predictive Insights to Model a 25% Reduction in Churn

Primark Uses Predictive Insights to Model a 25% Reduction in Churn

How Adoreboard insights allowed Primark to design and deliver a better customer experience, and share best practice learnings across the entire organisation.

Primark is a global retailer of fashion goods to a range of audiences in a very fast-moving and competitive environment.

Challenge

Primark uses social listening platforms to capture data and required a solution to reduce the manual analysis to understand the drivers of customer satisfaction relative to competitors.

Key challenges included:

  • Transforming the Primark in-store Customer Experience (CX) to drive customer preference, consideration and sales.
  • The need to understand the key themes impacting customer experience to reduce churn & detractors whilst positioning brand to disrupt competitors.
  • A root cause analysis of the key themes impacting customer journey to to match investment in store refurbishments or acquisition.

Solution

Key solution included:

  • Integration of 4 million data points from social, reviews and news articles to provide a 360-view of CX.
  • A priority decision matrix to help prioritise key emotions impacting their brand in order to help direct operational decisions and build better CX.
  • ’Decision Ready Insights’ delivered for executive board members.

Primark identified that an investment in upgrading stores globally was generating 20% more Anger. On closer analysis, this Anger was driven by the new, harsh lighting and unflattering mirrors, which ultimately caused customers to abandon their purchases. 

Adoreboard’s software identified a 25% reduction in churn at purchase stage if Primark resolved the mirror and lighting issues. Ultimately, the insight translated into action, and had an impactful outcome of reducing customer churn.

Why partner with Adoreboard?

Adoreboard offers a new ability to produce more impactful, actionable insights from feedback and create a scalable solution to issues identified.

The numbers speak for themselves ↓

data points
4M
reduction in manual analysis
98%
predicted reduction in churn
25%

Customer

data points
4M
reduction in manual analysis
98%
predicted reduction in churn
25%
Industry: Retail
Company:  Large
Use Case:  Customer Experience
“Adoreboard significantly increased our ability to act on key insights to improve the NPS by reducing manual analysis.”
Emma-Louise Rea
CX Insights Manager
Get Your Edge

Book a personalised demo

Discover faster, deeper insights than you've ever had before

Book a Demo

More customer success

Adoreboard is an official Qualtrics partner, recognised by Forrester and Gartner

Customer Experience

EQ Bank Increases Customer Trust by 8%

EQ Bank adopts AI platform for text and emotion analysis whilst eliminating manual analysis of survey comments resulting in an 8% increase in Trust Metric.
View case study
Customer Experience

Telstra Wholesale Increases Speed to Insight on NPS Comments by 75%

Previously, it took several people about a week of workshops to get from data to actionable insights. With Adoreboard, Telstra saved 75% of executive time by providing Adoreboard’s synthesis and Decision Ready Insights directly to the CX teams so they could focus on developing solutions that improve customers’ experience.
View case study
Customer Experience

Healthscope Used Emotion AI to Achieve a 65% Increase in Patient Trust

To date, over 400,000 surveys from patients have been collected in real time with almost 50% of all surveys containing a feedback comment. Adoreboard automated insight generation enabling executives to take action more quickly.
View case study