When US-based retailer Maurices detected a decline in customer satisfaction scores (C-SAT) scores in 2010, they knew it was time to engage an external expert. They needed to improve C-SAT, as well as the overall customer experience (CX).

So Maurices partnered with Teleperformance to define a three-pronged approach to address these key challenges:


  • Update the C-SAT review process
  • Streamline the escalation process
  • Introduce transformative technology through Training Arcade to target identified causal factors


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