Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search

 


Mitre 10 asks customers to add their 10 cents worth

January 8, 2013
For Immediate Release

Mitre 10 asks customers to add their 10 cents worth

Changes in service and product lines are being driven nationwide at Mitre 10 following the in-house development of a unique customer feedback solution.

Mitre 10 and Mitre 10 MEGA customers are now able to provide specific feedback on their experience in store, the service and the range of products following every purchase. Checkout operators, docket messaging and in-store signage direct customers to a specific webpage where customers can rate their experience. A unique transaction code found on the docket opens the survey to individual customers.

Since the launch of the ‘My 10 cents worth’ programme in late September customers have responded at an average rate of around 1,000 per week.

Mitre 10 General Manager Marketing Dave Elliott said the programme is a unique customer satisfaction tool aimed at overcoming natural Kiwi reticence.

“New Zealanders are a little unusual in their attitude to service as they tend not to complain – they just don’t come back.

“My 10 cents worth overcomes that reticence by encouraging our customers to go on-line and tell us about their good or bad experiences, the product range and other aspects of their in-store experience that may like or want improved.

“It’s a unique tool and is providing us with invaluable feedback at individual store level as well as nationally.”

Mr Elliott said the question in the survey about product lines was helping to fill gaps in product offerings while others questions allowed obvious issues to be quickly identified and remedied.

“In one store there was a noticeable thread of complaints about checkout waiting times and when we drilled down into the feedback the issue was narrowed to weekends only. Now more staff are being rostered for weekends at the store and the complaints have dropped.”

Mr Elliott said another benefit had been the availability of good information to individual store owners within the co-operative.

“One store has taken the initiative of calling customers to discuss and fix poor in-store experiences and another is displaying customer comments in the staff room to remind and encourage staff to focus on service.

“Customer service including our price promise, being a trusted business and DIY in our DNA are the planks that underpin our business so having this detailed level of customer feedback is a critically important tool for us in meeting customer expectations.”

A weekly percentage score and individual comments on stores are provided across Mitre 10’s national store network with stores able to monitor how they compare to the national average.

“We are highly pleased with the level of feedback we’re receiving which is overwhelmingly positive and the information is so good we can tailor responses to individual stores. That’s a powerful tool for us as, despite already being New Zealand’s largest home improvement and gardening supplies retailer, we need to keep improving to maintain our status as one of New Zealand’s most trusted brands.”

“We’re always looking for best practice and know that it is our customers that can tell us what this is. The more our customers talk to us and the more we listen the better we can make our service.”

-ends-

© Scoop Media

 
 
 
 
 
Business Headlines | Sci-Tech Headlines

 

China Shopping: NZ-China FTA Upgrade Agreed Among Slew Of New Deals

New Zealand Prime Minister Bill English and China Premier Li Keqiang signed off a series of cooperation deals spanning trade, customs, travel and climate change and confirmed commencement of official talks on an upgrade to the nine-year old free-trade agreement between the two countries. More>>

ALSO:


Media: TVNZ Flags Job Cuts To Arrest Profit Decline

Chief executive Kevin Kenrick said the changes were aimed at creating "a sustainable future video content business for TVNZ in an ever-changing media market." More>>

ALSO:

Reserve Bank: Wheeler Keeps OCR At 1.75%

Reserve Bank governor Graeme Wheeler kept the official cash rate unchanged at 1.75 percent, as expected, and reiterated his view that the benchmark rate doesn't need shifting for the foreseeable future. More>>

ALSO:

Trade Plans: Prime Minister's Speech To International Business Forum

"The work to improve public services, build infrastructure, and solve social problems is possible only because we have enjoyed sustained, solid economic growth. A big reason for that is the Government’s consistent agenda of economic reform, and our determination to open up more opportunities for trade with the world." More>>

ALSO:

Get More From Scoop

 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news