2. Our
vision
To be the most
trusted retailer
where people
•Best for food and health
•Sourcing with integrity
•Respect for our environment
•Making a positive difference to our
community
•A great place to work
LOVE to work and
shop
Founded in 1869 and today operates over 1,106 supermarkets and convenience stores and
employs around 157,000 colleagues. We put our customers at the heart of everything we
do and have invested in our stores, our colleagues and our channels to deliver the best
possible shopping experience. Our strong culture and values are part of our identity and
integral to our success.
3. Size and scale
Customer Contact
This year we will receive around 2.5million calls, 400k emails, 60k
letters and we’ll make 2million calls
Simply - on average we will have contact with 9 customers or stores
every minute of every day,
The What….
From answering calls to helping customers
Treating customers as individuals – mass personalisation
Customer service as an enabler – capturing and leveraging insight
Operational success is a hygiene factor
The How
Enthusiastic
Friendly
Helpful
Knowledgeable
Genuine
Brilliant Basics
Magic Moments
5. Top Down Bottom up - Executive Complaints
Complaint
received
Acknowledged
Investigation:
Requests for information,
colleague interviews,
CCTV footage, supplier
investigation ect
Typically will involve store
colleagues, food
technologists, buyers,.
Suppliers, contact centre
teams
Investigation
Resolution Agreed
Pack Produced
Review /
Quality
CEO sign off
6. Making a difference
•
•
•
•
•
•
Agents empowered to take ownership – they don’t reply they
investigate and resolve
Expected to challenge - resourced to challenge
Focusing on the personal – listening, and listening hard!
Identify root cause
Quality management focus’s on the how more than the what
Justin does see, does challenge and does sign 90% of the letters
addressed to him
7. Making a difference
‘Thank you for your
assistance. I have come
back to Sainsbury's
when I have a Tesco
store only one mile away’
‘It is great that within a few
weeks of drawing this to the
Executive Office attention,
something is done. Well done
I am overwhelmed by
Sainsbury’s action in
response to my issue’
‘I am very impressed with
the action taken and I am
once again a dedicated
Sainsbury’s shopper’
Remember tiger
bread ?
‘It is great that within a few
weeks of drawing this to the
Executive Office attention,
something is done. Well done
I am overwhelmed by
Sainsbury’s action in
response to my issue’
‘How lovely to pick up
your letter… All my
friends have been
surprised by the time
and trouble taken in
replying.’
You name it Promotions Vouchers Car parks – blue badge parking, PCNs, potholes, layout of bays, damage to car New store construction /associated roadworks / layout of new store Accidents in store and at home, spills, breakages, damage to car, carpet, clothesGift cards Active Kids Security – bad stops, genuine stops, withdrawal of invitation to shop in our stores Availability - empty shelves, not stocked in my store, not on the website Driving incidents & accidents – lorries, online vans Trollies – not enough of the right size, not suitable for children, abandoned Online website, deliveries, out of date, substitutions, availability, offer not complete so charged full price, missed the wine promo West Bank/Israeli products – do stock, don’t stock Kosher products Halal Product Quality – foreign objects, sickness, broken teeth, changed recipe, no longer suitable for vegetarians Packaging, recycling, Carrier bags – too many with online order, stop giving out at till, charge Issues in the news – horsemeat, badgers, welsh language on self checkouts, The Sun display, page 3, lads mags, Queues – not enough checkouts open, don’t like self service, no colleague to help at self checkout, no colleagues called when called Cafe – uncleared tables, slow service, cold food Pricing – increases, offers not clear, signage not removed Colleague – rude, too quick at till, no help offered, sicknesss Bank Energy