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Retail Technology, Retail technology News

ASDA tunes into customer feedback

Friday December 11 2009

ASDA has launched a new way to find out what its customers think of its 367 stores, using driveExperience from customer experience management specialist, Empathica.  

ASDA has launched a new way to find out what its customers think of its 367 stores, using driveExperience from customer experience management specialist, Empathica.

 

ASDA has introduced Empathica's driveExperience solution to solicit feedback from its customers through the till receipt, inviting them to give feedback by freephone or internet. Over 250,000 customers have taken advantage of this opportunity to 'tellASDA' since its launch earlier this year.

 

Feedback is analysed by Empathica and shared with ASDA colleagues, both at head office and in stores, who will be able to monitor customer service levels and exploit strengths to put right any perceived problems.

 

A spokeswoman for ASDA stated: "We have many different ways of getting customer feedback but Empathica's management program is much more instant and gives us another real avenue of showing customers that we are reacting to queries both nationally and locally.

 

"As well as providing the framework for customers to share their views and help shape ASDA's business, Empathica will help us drive transparency to help us meet the needs of our customers."

 

www.empathica.com