Supporting the next phase of growth 

As part of its strategy to inspire and support a lifetime of motoring and cycling, Halfords is investing heavily in the customer experience. Key to this is delivery of a transformational shift in store format, a more innovative and personalised online site and broadened access to its services.

Halfords needed a customer experience solution to track performance against strategic priorities, offer clear prioritisation to commercial opportunities and help activate these. 

End-to-end measurement with high level buy in 

In 2016 we were enlisted to deliver a more insightful, joined-up view of the Halfords store and web experience. Four years on and we now cover CX measurement of the entire end-to-end journey for Halfords and Halfords Autocentres. The programme has won unprecedented buy-in – from frontline staff to the very highest levels at Halfords.

A solution that empowers and drives activation 

We’ve helped Halfords make some big improvements: 

• Supporting the creation of a Customer Board – instrumental in seeking investment to drive joined-up CX change 
• Better understanding of customer feelings evoked throughout buying journeys to help enhance customer interactions 
• Investment in click & collect and returns journeys 
• Identification of priority areas to improve product availability based on commercial return 
• Clearer focus on store-level opportunities to drive growth 
• Stronger metrics that ensure the business better understands performance and feels empowered to act