Reference #: Date: March 10, 2021

Quantifying Customer Experience | DART Whitepaper


Quantifying brick-and-mortar customer experience has been a challenge daunting retailers and brands alike. Recognizing this, The DART Group has developed a toolset that quantifies customer experience and observes alterations of consumer behavior when integrated technology solutions are implemented. By visiting brick-and-mortar stores, evaluating aspects of customer experience, and constructing a Process, Layout, and Metric (PLM) Model, the identified knowledge gap for a retailer can be closed. The PLM Model shows in-store processes with correlating layouts. These layouts show physical changes used to enhance customer experience, ultimately addressing metrics desired by the retailer.

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