Sainsbury’s current level of focus on the customer experience is unprecedented in the retail sector and forms part of its ongoing commitment to improving customer service excellence.
ABa’s professional team of trained assessors visit 850 Sainsbury’s stores every two weeks to measure store performance, and assess call centre performance across their Service and Banking Divisions.
The state-of-the-art and bespoke web reporting system allows Sainsbury’s colleagues to access qualitative and quantitative information following fieldwork, enabling tracking and charting of customer service progress at every level of the business.
Sainsbury’s are now able to get closer to the nature of customer experiences faster than ever before, enabling quicker response rates to both positive and negative experiences. A unique ‘chart customisation’ facility, provided as part of the reporting suite, additionally allows all individuals and/or store teams to track performance of the parts of the customer experience they specifically want to focus on.
Source: Sainsbury’s
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