Created in 1873, Levi’s® jeans are the original, authentic jeans. They are the most widely recognised and often imitated clothing products in the history of apparel. Over successive generations, Levi’s® jeans have captured the attention, imagination and loyalty of diverse individuals.
Following the peaceful democratic elections in 1994, Levi Strauss & Co. was one of the first global companies to re-enter the South African market. Committed to empowerment and upliftment, 80% of its first staff intake were previously unemployed or had no prior industry experience. The company now employs over 400 people with offices in Cape Town, Johannesburg and Durban. Many Levi’s® jeans sold in South Africa are manufactured in Levi’s® production facility in Epping.
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 Massbuilds’ needs and environment.
Service rating pads (5 question) are placed at checkout counters, giving customers the ability to quickly and conveniently rate their in-store experience. This feedback allows the business to analyse performance by teller in-store, to area, region and the entire group.
Telus Online Feedback has been deployed allowing customers to provide VOC (Voice of the Customer) Qualitative Feedback by simply scanning a QR Code or accessing a URL.
Daily, weekly, monthly, and quarterly reports indicate KPI stats at a glance as well as trended information by hour, week or month, by location. Reports are automated by email and are available to view using our online dashboard. This aggregated information gives management the information to strategically maintain exceptional service levels at all times.
Overall Improvements & Benefits
Our partnership with Builders Warehouse has provided them with valuable tools and customer insights into their business and daily operations. Real-time features such as Call for Service and Poor Press Alerts have resulted in customers being assisted timeously, feeling valued, and ultimately increased basket spend and customer loyalty for the group.
On average, we collect feedback from between 4,000 and 5,000 customers per store, per month, resulting in a substantial amount of feedback on which to make decisions and take action. Our system has been running successfully in their stores for 9 years, with regular maintenance, upgrades, and additional initiatives taking place over this time.
are you ready to be a customer experience ninja?
Bring us your on-site challenges and we will work with you to create a solution. We are always up for the challenge!