An overview of Banana Republic and Nike incentivised survey communicated on the

1. After sales survey
US receipts
Monday, 31st October 2011

2. Overview
• The US encourages customer feedback across all
retail experiences, whether online or instore.
• Most brands incentivise people to go online &
complete the survey.
• All surveys collect details about the sales process & store,
then about the experience.
• Not many offer free-text fields for additional
comments.
• Retailers are using the receipts for additional
activities, like encouraging people to like the brand on
facebook.
• They are used as an extra marketing channel.
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3. Banana Republic
After sale survey – communicated on the receipt
3

4. 4

5. 5

6. m ation
I nfor t the
abou sale
in store
6

7. e
chas
Pur iour
v
beha ion
t
& ac
7

8. ng
Sh oppi s &
n
essio tions
impr enda
m
r ecom
8

9. Fu ture
arch
rese
9

10. ntive
Ince ption
m
rede
10

11. l
tiona
Addi r –
offe
L
E MAI
SIG N-UP
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12. i s the s
GAP roces
p
same nana
a
as B blic
Repu
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13. Nike Town
After sale survey – communicated on the receipt
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14. 14

15. l
e y wil o
Surv ins t
m
ta ke 7 e with
t
co mple y off
a
a $5 p
15

16. 16

17. 17

18. 18

19. 19

20. d
S houl his
t
bine ith
com on w
i
quest r page
an othe
20

21. 21

22. d
S houl his
t
bine ith
com on w
i
quest r page
an othe
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23. d
S houl his
t
bine ith
com on w
i
quest r page
an othe
23

24. 24

25. 25

26. 26

27. 27

28. 28

29. 29

30. 30

31. 31

32. Key learnings
• Nike is the only one that has a free text field that
allows for open ended comments.
• There are a lot of pages with single questions, this
was quite frustrating as a process – why not
combine them?
• Nike asks you to sign up for newsletters on
completion of the survey.
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33. What else?
Other uses for receipts & outdoor payment
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34. Retail receipts – LIKE US
w ants
GAP o like
t
you
the m on
face book
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35. Square Up – Payment on the go
Up is a
Sq uare se an
to u for
way Pad
/i
iPod ents on
paym run
35
the

36. Square Up – Payment on the go
ts are
R eceip with
em ailed
GPS s to
d inate
coor payee
36 the

37. Key learnings
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38. What can we learn from instore experience?
• Buying offline requires an incentive to drive people
to answer an experience survey
• How can we encourage retailers to take part?
• The receipt, whether for online or instore
purchases can be used to display marketing
messages.
• Do we want to think about updating what is on the pdf
receipt?
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39. Thank you
withcollective.com
facebook.com/withcollective
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