- 51%
- missed sales were tied to missing sizes
- 21%
- missed sales involved price hesitation
A national apparel retailer used Nimbly Echo to find out why high-intent shoppers left empty-handed. Echo traced half of those missed sales to one cause: the size the shopper wanted wasn’t there.
Customer background
The retailer is a vertically integrated Indonesian apparel company. It designs, manufactures, distributes, and sells its own casual wear brands for men and women in shopping centres across the country.
Owning the whole chain gives it control over product and stock. But the last step, the moment a shopper asks for a size or hears a promo at the counter, still happens in conversations HQ never sees.
Customer needs
Diagnosing missed sales, not just counting them. Store reports showed traffic and receipts, but not why shoppers who clearly wanted to buy walked out. The team couldn’t tell a stock problem from a price problem or a service problem.
Measuring promo execution. A declined promo and a promo never offered look identical in POS data. HQ had no way to compare offer rates across shifts and counter zones.
Our solution and value
- Counter conversations, captured. Echo records conversations at the register and turns them into structured data on offers made, accepted, and declined.
- Missed-sale diagnosis. When a shopper leaves without buying, Echo tags the reason from what was actually said, such as “Sorry, size M is out of stock” or “I’ll think about it.” Merchandising gets demand signals that never reach the POS.
- Shift and zone breakdowns. Offer and conversion rates are split by shift and counter zone, so store leads can see where execution drops.
What Echo identified
Within weeks, Echo turned every walkout into a reason, giving the team what sales reports never could: why shoppers who wanted to buy left without buying.
- 51% of missed sales were tied to missing sizes. The walkout never appears on a sales report, where a missing size looks no different from low demand.
- 21% of missed sales involved price hesitation (“too expensive”, “over budget”). Price matters, but it’s a secondary cause. Many of these moments can still be handled at the counter with better objection handling, before any discount is needed.
