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.
Finding the treasure chest of opportunities needs years of journeying through theJanuary 19, 2024 | By RetailME Bureau
Majid Al Futtaim – Retail, which holds the exclusive franchise to operate
In an exclusive interview Krishna Dhanak, Managing Director, Alpen Capital shared insights
As digital transformation across the retail industry continues to accelerate, the expectations
Saudi Arabia-based grocery retail chain Al Raya Supermarket serves over 100,000 customers
BinDawood Holding has a rich Saudi heritage, spanning over 50 years, 38
Majid Al Futtaim Retail, which owns the exclusive rights to operate Carrefour
BinDawood Holding Company has earned an Honorary Shield, a distinguished recognition by
The World Economic Forum, with support from the Government of the United
Food consumption in the GCC is set to grow at a CAGR
Carrefour, operated by Majid Al Futtaim in the UAE, has set up
GMG’s Everyday Goods – Retail division is now expanding into the country’s
Following a partnership deal between food and grocery retailer Spinneys Dubai and
Finding the treasure chest of opportunities needs years of journeying through the
How is the food service industry in the Kingdom of Saudi Arabia
The fusion of global and local trends will support the fashion industry
Numerous homegrown brands from the Kingdom of Saudi Arabia are spreading wings
How is the retail industry adapting to rapidly changing consumer behaviour –
While it may not reach the heights of 20-25% penetration, the e-commerce
With coffee being a preferred beverage, the GCC coffee industry has seen
The branded coffee shop market segment in the Middle East is set
Forty-four percent of TikTok users in the GCC buy something to fit
A frictionless omnichannel experience which is predictive, value-focused, and highly personalised is
J Lindeberg was started by Johan Lindeberg in 1990s with the aim
Majid Al Futtaim has made significant strides toward environmental, social, and corporate