One Stop launches community focused customer insight programme
The Tesco owned One Stop convenience chain has rolled out a new customer satisfaction programme across its store estate following a successful trial within four of its regions.
The ‘My Local One Stop’ programme invites customers to give their opinions about their local store by picking up an invitation card in-store or using the unique details on their receipt to register their comments. The feedback is generated via an online survey or a Freephone number using Interactive Voice Response. To thank customers for their time, a monthly reward of £500 is being offered.
One Stop head of marketing Lizzie Reynolds explained: “At One Stop we view customer service as one of the most important aspects of our retail proposition and ‘My Local One Stop’ will enable us to gain actionable insight, to enhance the customer experience in-store. 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.”
Launched in conjunction with Service Management Group, the programme allows reporting to be provided at both central and store level. Any changes made as a result of customer feedback are communicated in-store via One Stop’s community notice boards. Over 5,000 responses have been received in the first 3 weeks since launch.
SMG managing director Jeremy Michael said: “The adoption of SMG’s tailored programme, ‘My Local One Stop’, supports One Stop’s dedication to customer service. The initiative will deliver insight at a highly local level, allowing One Stop to focus on the specific needs of the community.”
