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Retail Eyes To Help Compass Group

Tue 22 March 2011
Retail Eyes has been appointed by foodservice specialists Compass Group UK and Ireland, to work with them to deliver a unique customer experience improvement programme.

Over the past 12 months, Compass has invested in Operation Phoenix, an industry leading service culture framework which so far has delivered some great financial results and improvements to customer measures. As a leading supplier within the industry, Compass operates a number of foodservice franchises in the retail and supermarket sectors and wants to ensure it is giving its customers the very best service. The Retail Eyes customer experience programme will comprise monthly mystery shopping visits to over 250 supermarket locations across the country.

Clare Muscutt, Compass Group UK and Ireland In Store Service Strategy Manager said “Operation Phoenix has been designed to ensure our teams deliver the highest standards of food and service in order to exceed customer expectations and achieve the highest levels of customer satisfaction. The programme encompasses the whole operation from top to bottom and really focuses on creating a service culture where our teams embrace the ethos of ‘Customer is King.’ Retail Eyes is our partner of choice in ensuring this service culture is sustained through measurement on a monthly basis.”

Retail Eyes has created a programme to support Compass and will be thoroughly assessing all aspects of the customers’ experience, including friendly service, staff interaction and confidence to make recommendations to help customers choose healthier options. The programme is designed specifically to capture these valuable customer insights to help improve customer satisfaction through effective solutions including reward and recognition for great service.

Commenting on the announcement Caron Naylor, Compass Group UK and Ireland’s In-Store Managing Director, said: “At Compass we are committed to giving our customers great service. In such a competitive environment, understanding our customers’ experiences and what we can do to improve them has never been more important. Retail Eyes has the expertise in this area to provide us with a detailed insight in relation to our customers’ experiences in order to support us in the delivery of our customer service strategy. We are looking forward to working with the team at Retail Eyes over the coming months and years.”

Tim Ogle, Retail Eyes CEO, said: “We are delighted to be working with Compass and helping them to achieve their goals of creating a warm and friendly experience for customers. It is so important to interact with customers to not only increase average spend per visit but also to help improve customer loyalty and staff retention.”