A customer experience survey was conducted at 40 stores in mid-November across various departments. The overall experience was rated as poor, disappointing, good, very good or excellent. When asked what constitutes a good experience, respondents indicated feeling welcomed, acknowledged within a minute, and having staff that seeks to understand needs and recommends the right products rather than just trying to make a sale. The document emphasizes that customer engagement is important for reaching, attracting, engaging and converting potential customers at each stage of the sales process. Engagement is especially essential for converting "undecided" customers, of which 25% mostly want ideas and 33% sometimes want ideas.
