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One Stop Receives Top Partnership Insight Award for Customer Satisfaction Survey

12 August 2016

One Stop partners with Service Management Group (SMG) to measure and improve customer experience at individual store level. During SMG’s 2016 Forum event in Orlando, One Stop was recognised for using its customer experience measurement programme to gain insight on the key drivers of the shopping experience, which led to refined service training initiatives and improved satisfaction scores.

“When we partnered with SMG, we wanted the focus on customer satisfaction to signify a permanent cultural shift,” said Lizzie Reynolds, Customer Director for One Stop. “We aim to differentiate on service, and this award is an encouraging sign that we’re making significant strides in that effort.”

By using insight tools within the survey platform, One Stop learned that ‘Availability of Assistance’, ‘Staff Friendliness’ and ‘Staff Appearance’ had the biggest effect on customers’ overall satisfaction. One Stop launched front-line service training focussing on these key drivers in a ‘Smart, Smile, Serve’ programme supported with back-office communications and floor stickers asking colleagues to step into the shoes of customers before going out on the shop floor. One Stop also conducted a series of regional roadshows (attended by company colleagues and Franchisee’s alike) with workshops to emphasise the importance of customer service to all colleagues. All in all the activity improved ’Availability of Assistance’ by 3 points, ‘Staff Friendliness’ by 1 point and ‘Staff Appearance’ by 4 points, leading to an overall satisfaction increase of 3 points.

Twice each year, SMG evaluates and recognises client programmes based on the teams’ collective success in uncovering insights that drive action and results. The firm evaluates 50–100 submissions each cycle from across more than 350 retail, restaurant, grocery and c-store brands across the globe. From those submissions, SMG recognises approximately a dozen brands for taking action and driving results. The awards are designed to foster collaboration and celebrate high-impact work.

“Our team is laser-focused on measurement, technology and insights that help our clients listen, understand and act. We created our Top Partnership Insights award in 2012 to foster a healthy competition that drives up quality – and to get our clients and teams together to share stories and celebrate success. It’s one of the most rewarding things we do all year,” said Andy Fromm, SMG’s founding chairman and CEO.

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