Canada Goose

Founded in a small warehouse in Toronto, Canada in 1957, Canada Goose has grown into one of the world’s leading makers of performance luxury apparel.

Objective

Canada Goose sought to confirm that their flagship store, online, and call center experiences faithfully represented the premium clothing brand they have built and ensured a consistent and exceptional customer experience across channels.

Approach

Confidential Consumer designed a multipronged mystery shopping approach reflecting their omnichannel presence to understand current shoppers purchasing in-store and online, as well as a behaviorally-targeted online survey to in-store and online browsers who had not made a purchase.

Results

In addition to understanding customer perspectives, potential purchase barriers were identified and both NPS and Customer Satisfaction scores increased.

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