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.
J Lindeberg was started by Johan Lindeberg in 1990s with the aimSeptember 2, 2022 | By RetailME Bureau
Majid Al Futtaim has made significant strides toward environmental, social, and corporateJuly 5, 2022 | By RetailME Bureau
Carrefour, which is owned and operated by Majid Al Futtaim in the
British grocer Waitrose has opened its newest store in Abu Dhabi’s Khalifa
UAE-based Al Maya Supermarkets has kicked off its ‘Netherlands Food Week’ that
British grocery retail chain Tesco has announced a price lock on over
Dubai-based grocery retailer Union Coop has successfully obtained the ISO 22301, an
Spanish omnichannel supermarket chain Mercadona has announced salary increase amid inflation that
Grocery retail chain Choithrams will open eight convenience stores across Rove Hotels’
Part of regional retail conglomerate GMG, Géant plans to open more than
Online share in FMCG sales has been growing all over the world,
Majid Al Futtaim Retail, operator of the Carrefour franchise in the Middle
UAE-based diversified conglomerate GMG and Silal have signed a memorandum of understanding
Abu Dhabi based grocery retail chain Lulu Group has partnered with Amazon
J Lindeberg was started by Johan Lindeberg in 1990s with the aim
Majid Al Futtaim has made significant strides toward environmental, social, and corporate
Consumers, investors, and other key stakeholders of fashion retail are at a
The eight edition of the Retail Leaders Circle MENA, convened more that
Majid Al Futtaim, the leading shopping mall, communities, retail and leisure pioneer
Jones the Grocer, the Australian gourmet grocer and café chain, announces further
Some 88% of consumers in UAE and KSA have revealed that they
Have you thought of a situation when retail stores will offer refill
Meta Platforms Inc is set to open its first physical store where
LEGO Certified Stores – owned and operated by Majid Al Futtaim together
Unique craftsmanship, style, design, exclusivity, limited production and quality over quantity –
Christofle, the Parisian Silversmith Maison since 1830, managed by Chalhoub Group, has