Reference #: Date: April 19, 2023

Revised & Expanded – Quantifying Customer Experience | DART Whitepaper


In March 2021, The DART Group published “Quantifying Customer Experience,” which explored how the group utilizes the Process, Layout, Metrics, Model to quantify customer experience in brick-and-mortar stores. In the second edition of the paper, DART has added an additional case study, updates on their virtual reality work, and up-to-date information on the team’s projects and goals.” Quantifying Customer Experience: Revised and Expanded” sheds light on the importance of brick-and-mortar customer experience, while bringing a data-driven approach to measuring its improvement and innovation.

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