'How did we do?'
‘How did we do’ is our programme for collecting feedback from customers in our Food stores. Since launching the initiative, we’ve seen increasing uptake from both members and non-members, with up to 2,000 responses received each month.
From the service they received, to the products they purchased, the feedback allows us to improve the experience we give our customers.
As well as emailing members that have recently shopped with us, we also introduced QR codes across our stores allowing customers to quickly and easily scan to complete the survey too.
The information we collect is collated each day and shared with our colleagues in-store via an app. This means our store colleagues can immediately act on the feedback and drive the change their customers want to see.
The feedback is also viewable across the business, making for rapid sharing of best practice across our Food stores and Central Support teams, helping us to convert our members and customers into Ambassadors.
Ambassadors are members and customers who are happy with all aspects of their experience – they feel valued by our colleagues and consider our stores competitive. Since launching 18 months ago, we’ve seen the proportion of respondents that fall into the Ambassador category grow, demonstrating that we’re listening, learning and having a positive impact on our members’ and customers’ experience shopping with us.