WHY?

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Purpose

To evaluate opportunities across key experience pillars with our strategic partners, and
benchmark the consumer journey across the industry.

Goal

To improve together by co-creating clear consumer-centric elevation agendas, delivering
exceptional user experiences that acquire, serve, and retain members/consumers.

Outcome

Paired with a continuous cycle of testing, learning, and scaling of learnings, these assessments will prove to be a critical tool for future improvements.

THE APPROACH

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1.

400+ Criteria Questions evaluated between April – May 2023, consisting of over 80
more questions than the previous EMEA assessment.

2.

Categorized into 6 topics and 28 subtopic areas to holistically measure the consumer
experience.

3.

Scores indexed to a 100-point scale with weighting applied to place greater emphasis
on high impact areas and features.

4.

Accenture Subject Matter Experts (SMEs) will provide a consumer-centric lens and
answer desk-based research questions (70%).

5.

Nike Retail Partners will answer an additional set of questions which aren’t accessible
from a customer viewpoint (30%).