Retail and Consumer
Customer satisfaction tracking for jewelers
In jewelry, the purchase decision rests on trust and advice; most purchases are made for a special occasion and the experience is remembered for a long time. Comvo measures every touchpoint from sales consultation to repairs and resizing, and ensures that dissatisfied customers are contacted the same day.
Key challenges in the industry
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Trust and price perception
Uncertainty about the gram price, labor cost and karat can undermine the customer's trust.
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Consultant-dependent experience
The experience depends largely on the sales consultant; differences between consultants are not measured.
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Repairs and resizing
A repair not delivered on the promised day leaves a deeper mark than the sale itself.
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Online reputation
When buying jewelry, customers often check Google reviews first.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Store visit and consultation
- Purchase and certificate
- Repair, resizing and cleaning
- Gold buying and selling
- Online orders
Sample survey
Customers answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- 1-51-5 rating scale; a low score indicates a negative experience and can become a case depending on your rules.
- Yes / Partially / NoSingle-choice question; the selected answer can be used as a condition in rules.
- 0-10 (NPS)Net Promoter Score (NPS), 0-10: 9-10 promoters, 7-8 passives, 0-6 detractors. The score is calculated by subtracting the share of detractors from the share of promoters.
- Yes / NoSingle-choice question; the selected answer can be used as a condition in rules.
Questions, scales and conditional logic are tailored to your business. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 After a sale or delivery, the customer receives a personal survey by SMS; the response is linked to the consultant.
- 2 Anonymous feedback is also collected in the store with a QR code; anonymous responses are reflected in the store's overall results and are not linked to a consultant.
- 3 A low score is assigned to the store manager as a case, and the customer is contacted the same day.
- 4 Repairs and resizing are measured separately at delivery.
- 5 Customers are invited to leave a Google review.
Sample alert rules
- If NPS is 6 or lower, a case is assigned to the store manager with a 24-hour resolution time and critical priority.
- If the price and labor cost question is answered "No" or "Partially", the case goes to the store manager.
- If the repair delivery question is answered "No", a case is assigned to the workshop supervisor with a 24-hour resolution time.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
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Satisfaction by consultant
You see each sales consultant's impact on the customer experience.
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Repairs and service
You track on-time delivery and service satisfaction.
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Recommendation score
You compare NPS across stores.
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Google rating
You track the online reputation and response rate of your stores.
Key modules
- Survey Management Branded, mobile-friendly surveys Learn More
- Case Management Negative experiences become cases tracked to resolution Learn More
- Online Reputation Reviews from Google, App Store, Şikayetvar and other platforms Learn More
- Reports Satisfaction (CSAT), recommendation (NPS) and effort (CES) scores Learn More
Related guides
- Measurement What Is NPS and How Is It Calculated? Net Promoter Score (NPS) measures how likely customers are to recommend you. How to ask the question, calculate the score and interpret results, with an example.
- Online Reputation How to Respond to Google Reviews How to respond to Google Business Profile reviews: sample replies to positive and negative reviews, response time, personal data and Google policies.
- Process What Is Closed-Loop Feedback and How Do You Set It Up? Closed-loop feedback ensures customers with a negative experience are followed up and the issue is fixed at its source. Inner and outer loop, steps and metrics.
Frequently asked questions
Is it also suitable for a single-store jeweler?
Yes. The organization structure can be set up with a single store. Measurement by consultant and Google review management bring direct benefits to small businesses as well.
How does the survey know which consultant the customer dealt with?
Consultant information is added to invitations sent after the sale; with in-store QR codes, the customer can select the staff member from a list.
Is the customer's personal data safe?
Personal data is masked according to permissions, the privacy notice is presented in the survey and data is deleted automatically at the end of the retention period.
Let us map out a scenario for your industry together.
Share your store structure and the points where you interact with your customers, and we will prepare a suitable survey and rule set for you in a demo environment.