Alshaya refines customer service following online survey


September 8, 2014 | By RetailME Bureau

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.

Previous Article Next Article

SHARE

YOU MAY ALSO LIKE /



In a move set to redefine the landscape of the Fast Moving 

Continue Reading

May 16, 2024 | By RetailME Bureau
Sunil Kumar and Ali Saeed Juma Albwardy, Spinneys

One of UAE’s leading fresh food retailers, Spinneys has announced its intention 

Continue Reading

April 19, 2024 | By RetailME Bureau
Laura Manning, Managing Director & Founder, BRW Society

Launched in 2019 by Laura Manning, UAE-based homegrown brand BRW Society completes 

Continue Reading

April 5, 2024 | By Rupkatha B
Rajiv Warrier, Chief Executive Officer, Choithrams

Since the launch of its first store in the UAE five decades 

Continue Reading

March 20, 2024 | By RetailME Bureau
Dr. Dhananjay Datar Chairman & Managing Director ADIL Trading Co. LLC

Dr. Dhananjay Datar Chairman & Managing Director ADIL Trading Co. LLC holds 

Continue Reading

February 29, 2024 | By Rupkatha B
Hani Weiss, Chief Executive Officer, Majid Al Futtaim Retail

In 1995 regional retail conglomerate Majid Al Futtaim introduced Carrefour to the 

Continue Reading

February 26, 2024 | By RetailME Bureau
Prashant Parameswaran, Managing Director and Chief Executive Officer of Tata Consumer Soulfull

Tata Soulfull, a leading name in the ‘good-for-you’ snacks and breakfast cereals 

Continue Reading

February 22, 2024 | By Rupkatha B
Jean-Luc Graziato, Chief Commercial Officer of Majid Al Futtaim – Retail and Alia Al Harmoodi, Acting CEO of the Environment, Health and Safety Agency

Majid Al Futtaim – Retail, which holds the exclusive franchise to operate 

Continue Reading

February 20, 2024 | By RetailME Bureau
Krishna Dhanak, Managing Director, Alpen Capital

In an exclusive interview Krishna Dhanak, Managing Director, Alpen Capital shared insights 

Continue Reading

February 19, 2024 | By Rupkatha B
Majed M. Al-Tahan, Co-founder & Managing Director, Danube Online

As digital transformation across the retail industry continues to accelerate, the expectations 

Continue Reading

December 19, 2023 | By RetailME Bureau
Frederic Levy-Perrault, CEO, Al Raya Supermarket

Saudi Arabia-based grocery retail chain Al Raya Supermarket serves over 100,000 customers 

Continue Reading

December 15, 2023 | By RetailME Bureau
Ahmad AR. BinDawood, Chief Executive Officer, BinDawood Holding

BinDawood Holding has a rich Saudi heritage, spanning over 50 years, 38 

Continue Reading

December 13, 2023 | By RetailME Bureau




Download Images RetailME Magazine