Reduce the price of your key product offerings so that customers would be highly satisfied
Reduce the price of the most expensive products and hope that it will have an impact on the satisfaction level
Improve customer service and other product offerings based on the detailed VOC report and increase the value perceived by each customer
None of the above will work as customers always think we are very expensive
There is nothing much that can be done
VOC is a head ache and is giving our customers too much power and making our lives difficult
There is nothing that we could do about it and continue to accept poor VOC score
The customer can say whatever they want but they don't know how our business model is and how we choose our store locations. So ignore them.
If our customers are suggesting that they would be highly satisfied if the brand had a location in ABUDHABI, then this should be taken seriously and all options should be considered to see whether it would be viable to the business and the brand to open a store in that location.
None of the above options seem sensible
It would be the best way to pull down the average service scores which are currently very high
It would ensure that only very few stores will now achieve their service score
There is no point in looking at who is satisfied and less than satisfied.
It is the same way that we measure SHOPPIE
As we are aiming to provide our customers with the highest levels of service, this scoring methodology gives a better indication on why our customers are less than highly satisfied with our products/ services and how best to improve them.
Exclude that store from VOC service measurement and let only SHOPPIE account for their overall service score
Find out why the store is unable to encourage even a single customer to submit VOC and decide on an action plan to improve the performance by seeking assistance from the Group Customer Service team.
Issue a Warning letter for the store manager right away purely based on his stores poor performance.
None of the above
Customers perception of our service level in stores
The effect of service quality on customers intention to purchase more than intended
Brand SHOPPIE Score
The customer satisfaction for Alshaya support functions
The cleanliness & hygiene levels in stores
Their feedback on our products and services are valuable to us
Feedback can be given online on www.alshaya.com or by calling the Alshaya Hotline
The Group Customer Service Area Manager will contact them after they leave the store to collect their feedback.
They need to retain their receipt to input certain details while filling the survey.
VOC is a loyalty card program that is aimed at providing 100 KD to our customers for their feedback.
Staff's ability to recognize every opportunity to comfortably introduce VOC to a customer sensibly.
Staff awareness and knowledge about VOC and its benefits to the business and to themselves
Store teams ability to clean the store and keep it neat and tidy.
Brand Managements commitment to drive VOC through proper awareness and by providing both emotional and instrument support.
All of the above