Builders stores are characterised by their vast size and enormous range of products and services. This poses a challenge in terms of staffing for the simple reason that it would not be economically viable to have a staff member in every section of the store at all times.
Due to these challenges, unattended customers became a reality which resulted in poor customer experience for the group and potential loss of business. The group was also not able to measure the impact of a possible poor customer experience in-store, resulting in negative exposure on social media impacting the reputation of the group.
Management embarked on a mission to improve the environment by making it easier for customers to get assistance when required and provide valuable input on their in-store experience at the various available touch points.
Service Systems was approached to assist with implementing a range of solutions to best suit Builders’ needs and environment.
Service rating pads (1 & 5 question) are placed at strategic customer touch points throughout the stores, giving customers the ability to quickly and conveniently rate their in-store experience. This feedback allows the business to analyse performance by department and teller in-store, to area, region and the entire group.
10” Touch Feedback Kiosks have been deployed allowing customers to provide VOC (Voice of the Customer) Qualitative Feedback.