Kuwait-based international franchise operator MH Alshaya Co has gathered more than 250,000 customers insights about their shopping and dining experiences in Alshaya outlets through its online survey ‘Your Opinion Counts’.
Alshaya is using the feedback to immediately address issues raised, as well as refine service levels. Where customers raise concerns, a service recovery plan is put into action and preventative measures are put in place to help ensure that the issue does not to arise again.
‘Your Opinion Counts’ was launched last year and is accessed through the company’s website as well as through calls to its contact centre. The survey lets customers share insights about where they shopped or ate, the levels of service they received, their likes and dislikes, as well as being able to suggest potential areas for improvement.
“The survey – one of the biggest of its kind ever conducted across the region – is part of Alshaya’s on-going commitment to listen and respond to customers’ opinions through the feedback channel that suits them. It complements Alshaya’s region-wide contact centre service and mystery shopper programme to help it understand customers’ emerging needs and enhance overall service levels and the in-store experience.The customer service team responds to the needs of around 35,000 customers each month by telephone and through social media, providing information on everything from store locations and opening hours, to stock availability and promotional campaigns. Whether the enquiries and feedback we receive are good, bad or indifferent, being able to talk to our customers can, and does, make us better at our business. We measure everything we do and are very pleased that over 90% of customers contacted have confirmed their satisfaction with the follow-up and resolution offered,” says Mona Dabbah, director of customer service at Alshaya.
“We have always worked hard to listen, understand and respond to what our customers expect – that is fundamental to great customer service and to Alshaya’s on-going growth and success. We want our staff to understand what our customers are looking for and the scale of feedback we have received through ‘Your Opinion Counts’ and other channels gives us incredible insight into how we can adapt our service in real time to address customer needs and meet their changing expectations,” adds Dabbah.