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Retail Technology, Retail technology News

Customer satisfaction is key to SUBWAY’s success

Saturday January 23 2010

SUBWAY has reconfirmed its commitment to improving customer service by re-appointing specialists in customer experience in the retail, leisure and hospitality sector.  

SUBWAY has reconfirmed its commitment to improving customer service by re-appointing specialists in customer experience in the retail, leisure and hospitality sector.

 

Retail Eyes has been awarded, for the fifth year running, the task of delivering SUBWAY’s Customer Experience Improvement Programme following a three-way pitch.

 

Over the next 12 months, Retail Eyes will undertake 18,000 mystery shopping visits across SUBWAY’s 1,465 stores in UK and Ireland to assess and improve both customer service and overall customer experience.

 

Despite the recession, the fast food industry grew by 8% in 2009, which has made for an incredibly competitive landscape at a time where consumer spending remains cautious.

 

Staying in touch with expanding estate

 

The mystery shopper programme will evaluate customer experience and store performance across a range of criteria, including store environment and facility, product availability and presentation and service by staff.

 

Feedback from the mystery shoppers will be captured through Retail Eyes’ web-based analysis and insight platform, with real-time results accessible to franchisees and store managers to enable them to react quickly to any areas that need improving.

 

Alex Cacouris, SUBWAY head of marketing, said: “Getting our customer service right is vital if we’re to continue to remain competitive, which is why we chose to stay with Retail Eyes. They really understand our business and have been consistent in working effectively with our franchisees to translate customer feedback into real tangible business results.”