Primark + InMoment: Understanding Customers at Scale
Learn how Primark partnered with InMoment to gain deeper insights into customer behavior and preferences, resulting in a 17% increase in sales, +0.3% market share growth, and a 30% profit increase. By leveraging InMoment’s XI Platform, Primark was able to enhance shopping experiences and improve customer loyalty, reinforcing its position as a leading retailer.
Through partnership with InMoment, Primark was able to:
- Gain deeper insights to understand customer behavior
- Improve customer retention and loyalty
- Realize operational improvements to increase sales
Primark, a fast-paced and rapidly growing retailer, faced the challenge of gaining a comprehensive understanding of their customers across various markets. Their goal was to provide the best products at the best prices while creating exceptional customer experiences, but they needed deeper insights into customer behavior and preferences to achieve this.
To address this challenge, Primark partnered with InMoment and utilized their XI Platform, the leading technology for collecting and analyzing customer and operational data. This platform enabled Primark to quickly leverage feedback, enhance shopping experiences, and identify what keeps customers returning. By understanding customer feedback on a large scale, they could also determine necessary improvements to boost sales.
 Since partnering with InMoment, Primark has been able to understand what brings their customers back time and again. This deepened understanding has allowed Primark to take actionable steps to improve future shopping experiences, ensuring they continue to meet customer expectations and enhance customer loyalty. The insights gained from InMoment’s platform have significantly contributed to achieving their customer experience return on investment (CX ROI), reinforcing their position as a leading retailer.
“We needed a company with expertise and knowledge of CX in the retail industry and InMoment was the right fit for us. Their focus on continuously developing technical innovations to their software means that Primark will also benefit and be at the forefront of competition.” – Analytics and Reporting Manager, Primark
