Happy to Help Every Day mystery shopping programme assesses all customer touchpoints for ASDA
Grass Roots has been working with the retailer for several years to measure the experience it delivers to its customers.
ASDA colleagues are focused on providing quality customer service and the challenge is to drive consistency across the various customer touchpoints, including in store and online.
The measurement arm of Grass Roots worked with the client in 2010 to refresh and extend its existing mystery shopping programme. Rebranded as ‘Happy to Help Every Day’ it now includes the core mystery shopping to 380 stores, as well as a specific measure of ASDA’s customer experience of queues – a ‘bug bear’ of all consumers.
To support the client’s expansion into the online grocery market, home delivery assessments also form part what we do for ASDA. Due to the success of the overall programme, Grass Roots now conducts mystery shopping visits to the 194 cafes located in ASDA stores as well.
The insight reports provided to ASDA management enable them to drill down into the data and take the necessary actions in terms of rewarding and training colleagues.
An instant reward element is built into ‘Happy to Help Every Day’ to recognise high achievers.
To read more about the ‘Happy to Help Every Day’ mystery shopping programme that Grass Roots operates for ASDA, click here.
Adrian Stalham, Head of Multichannel at Everything Everywhere will present:Boosting Customer Loyalty Through A Consistent, Seamless, Multichannel Customer Experience at the Retail Bulletin's 3rd Multichannel Summit 2012, 1st February. The event, sponsored by eDigitalResearch will examine how retailers can maximise profits and market share through cost effective, engaging and seamlessly integrated multi-channel strategies.
The Summit was sold out this year so don’t miss out– register now and make a diary note to join your peers on February 1st 2012. Click here for full programme details and registration.
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