This section provides a deeper understanding of Whitten Hardware’s customer base — their preferences, behaviors, and needs. These insights help guide smarter decisions in marketing, product selection, and customer service.

For more information, see:

Voice of Customer: Whitten Hardware

Customer Demographic Analysis

• Age groups, occupations, and neighborhoods of your customer base
• DIY vs. professional contractor distribution
• Homeowner vs. renter breakdown
• Geographic heat map of customer locations

Product Category Performance Report

• Top-selling categories and individual items
• Seasonal buying patterns
• Comparison of specialty vs. commodity product sales
• Identification of product gaps based on customer requests

Service Quality Metrics

• Average wait times for assistance
• Key-cutting success rate and customer satisfaction
• Special order fulfillment metrics
• Customer problem resolution tracking

Competitive Advantage Analysis

• Direct comparison with big box retailers on key metrics
• Price perception study
• Unique offerings inventory
• Location convenience assessment

Staff Knowledge Assessment

• Expertise mapping by department and product category
• Training needs identification
• Customer interaction quality evaluation
• Product recommendation effectiveness

Community Engagement Report

• Local events participation and impact
• Community partnerships inventory
• Neighborhood involvement history
• Community needs assessment

Digital Presence Evaluation

• Online review sentiment analysis across all platforms
• Website usability and feature utilization
• Social media engagement metrics
• Online vs. in-store customer overlap

Store Experience Journey Map

• Customer path through store documentation
• Decision point analysis
• Pain point identification
• Impulse purchase triggers

Loyalty Program Performance

• Customer retention rates
• Repeat purchase frequency
• Lifetime value calculation
• Loyalty reward redemption patterns

Employee Satisfaction Survey

• Staff retention analysis
• Training effectiveness feedback
• Employee suggestions for improvement
• Team collaboration assessment

Inventory Optimization Analysis

• Stock turnover rates by category
• Out-of-stock frequency report
• Special order demand patterns
• Seasonal inventory planning guide

Price Sensitivity Study

• Price elasticity by product category
• Value perception analysis
• Pricing strategy effectiveness
• Promotional impact assessment

💬 If you notice recurring feedback or customer behavior worth sharing, let your store manager know or email _______________ so we can include it in future reports.