One Stop rolls out customer satisfaction programme
By Retail Technology | Tuesday October 1 2013
My Local One Stop gets estate-wide roll out after regional pilots, to generate online or telephone customer feedback, incentivised with cash rewards
One Stop Stores has rolled out a new customer satisfaction programme across its entire estate, following a successful trial within four of its regions.
The programme, entitled ‘My Local One Stop,’ aims to provide the convenience store chain with enhanced consumer insight by inviting customers to give their opinions about their local store.
Customers can pick up an invitation card instore or use the unique details on their receipt in order to register their comments. The feedback is generated via an online survey or a Freephone number using interactive voice response (IVR). To thank customers for their time, a monthly reward of £500 is on offer.
Enhancing customer store experience
Lizzie Reynolds, One Stop head of marketing, commented: “At One Stop we view customer service as one of the most important aspects of our retail proposition and ‘My Local One Stop’ will enable us to gain actionable insight, to enhance the customer experience instore. We’re already gaining really positive feedback which is allowing us to tailor our ranges better to meet local requirements and to further improve our highly-rated customer service.”
The programme has been launched in conjunction with Service Management Group (SMG) and allows reporting to be provided at both central and store level. Any changes made as a result of customer feedback will be communicated instore via One Stop’s community notice boards.
Over 5,000 responses had been received within the first three weeks since launch, with store staff actively supporting the programme’s objectives.
