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One Stop rolls out Customer Satisfaction Programme

2 September 2013

One Stop Stores Limited 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 One Stop with enhanced consumer insight by inviting customers to give their opinions about their local store.

Customers simply pick up an invitation card in-store 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 IVR (Interactive Voice Response). To thank customers for their time, a monthly reward of £500 is on offer.

One Stop head of marketing Lizzie Reynolds commented:
“At One Stop, great customer service is really important to us, and now thanks to our new ‘My Local One Stop’ programme, we’ll be able to gain even more insight into how we can improve the in store experience for our customers. 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 in-store via One Stop’s community notice boards. Over 4,500 responses have been received in the first 4 weeks since launch, with store staff actively supporting the programme’s objectives.

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