Phone 01939 235555
Shopping centres, designer outlet villages and town centres
We are proud to work with a variety of town councils, designer outlet villages and shopping centres owners to help them drive up service standards and profitability. Our experience in designing programmes using flexible survey criteria that can be applied to a wide variety or retailers and service providers has led us to become on of the market leaders in this sector.
We also acknowledge that it is not just about service within the store, it is also about the 'service' that the environment delivers and how this contributes to the customer experience. For this reason, we have established surveys in place to assess aspects such as:
- Security
- Cleaning and Maintenance
- Toilets
- Information Desks/Offices
Some of our programmes in this area involve a mix of both video reporting and written reporting and this approach brings the dynamics of video to the client without the cost of moving to 'all out' video. The quality of our written reports stand out in a market place filled with tick-list reporting and it is this level of detail that contributes to our long lasting business relationships.
Our on-line reporting system allows fast distribution of results and with an increasing number of company's having email and internet access at store level, we are able to deliver a fast and efficient programme with instant distribution of results.
We are also able to provide supporting/tracking information that allows staff to see at a glance:
- their performance
- how this compares to centre/national performance
- how they have performed over time
- where they have gained or lost points (key questions)
- what actions need to be taken to address problem areas
This comprehensive approach leads to a self maintaining system that builds on the staff's naturally competitive spirit, encourages them to improve and gives them the tools to do so.