"Little Waitrose" convenience stores have been fitted with interactive touchscreen terminals to obtain customer feedback.This has been done in a bid to obtain a view of the customer’s experience in the store.
The kiosks have been created by CRT and Toshiba Global Commerce Solutions, and will be placed close to the tills in Little Waitrose branches. It will request that the customer completes a survey covering four-screens, which will rate their experience. The process should not take more than 20 seconds to complete.
The pilot for this program was started by Waitrose during 2013 and it was found that in excess of 700 customers were willing to provide feedback. This allowed Waitrose to sort out the problems customers were experiencing in a fast and efficient manner.
The data that is obtained from this exercise can be used by both store managers and head office to obtain an overall portfolio of the company, as well as individual store performance. The survey is easy and quick to complete, hence customers have taken to completing it.
During the first part of this year, Waitrose and John Lewis introduced Google Apps to manage information, receive real-time updates on their business and to share ideas.