Sainsbury's - Ray Briggs

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  • 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, clothes
    Gift 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    Online website, deliveries, out of date, substitutions, availability, offer not complete so charged full price, missed the wine promo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
  • Sainsbury's - Ray Briggs

    1. 1. Ray Bi ggs Head of Cust om er Cont act
    2. 2. Our vision To be t he mos t t r us t e d r e t a i l e r whe r e •Be s t f or f ood a nd he a l t h •Sour c i ng wi t h i nt e gr i t y •Re s pe c t f or our e nvi r onme nt •M ki ng a pos i t i ve di f f e r e nc e t o a our c ommuni t y •A gr e a t pl a c e t o wor k pe opl e LOVE t o wor k a nd s hop Founded i n 1869 and t oday oper at es ov er 1, 106 super m k et s and ar c onv eni enc e s t or es and em oys ar ound 157, 000 col l eagues. W put pl e our cus t om s at t he hear t of ever yt hi ng we do and have i nves t ed i n er our st or es , our col l eagues and our channel s t o del i v er t he best poss i bl e s hoppi ng exper i ence. Our st r ong cul t ur e and val ues ar e par t of our i dent i t y and i nt egr al t o our success.
    3. 3. Si z e a n d s c a l e Thi s year 400k em l ai cal l s Si m y pl cust om s er we wi l l r ecei ve ar ound 2. 5m l l i on cal l s, i s, 60k l et t er s and we’ l l m ake 2m l l i on i on aver age we wi l l hav e c ont act wi t h 9 or s t or es ever y m nut e of ev er y day, i The W t … ha . Fr om answer i ng cal l s t o hel pi ng cust om s er Tr eat i ng cust om s as i ndi vi dual s – m er ass per sonal i sat i on Cust om er ser vi ce as an enabl er – capt ur i ng and l ever agi ng i nsi ght Oper at i onal success i s a hygi ene f act or The How Ent husi ast i c Fr i endl y Hel pf ul Knowl edgeabl e Genui ne Br i l l i a nt Ba s i c s M gi c M a ome nt s
    4. 4. W hat do w rec ei ve c ont ac t s e about ?
    5. 5. Top D n B t om up ow ot Com ai nt s pl Exec ut i ve Com ai nt pl r ecei ved Ac knowl edged I nve s t i ga t i on: Request s f or i nf or m i on, at col l eague i nt er vi ews, CCTV f oot age, suppl i er i nvest i gat i on ect Typi cal l y wi l l i nvol ve st or e col l eagues, f ood t echnol ogi st s, I nvest i gat i on Resol ut i on Agr eed Pack Pr oduced Revi ew / Qual i t y CEO si gn of f
    6. 6. M ng a di f f erenc e aki • • • • • • Agent s em ered t o t ake ow pow ners hi p – t hey don’ t repl y t hey i nves t i gat e and res ol ve Expec t ed t o c hal l enge - res ourc ed t o c hal l enge Foc us i ng on t he pers onal – l i s t eni ng, and l i s t eni ng hard! Ident i f y root c aus e Qual i t y m anagem ent f oc us ’ s on t he how m ore t han t he w hat Jus t i n does s ee, does c hal l enge and does s i gn 90% of t he l et t ers addres s ed t o hi m
    7. 7. M ng a di f f erenc e aki ‘ Thank you f or your as s i s t ance. I have com back t o e Sai ns bury' s w hen I have a Tes co s t ore onl y one m l e aw i ay’ ‘ It i s g r e a t t ha t wi t hi n a f e w we e k s o f d r a wi n g t hi s t o t he Ex e c u t i v e Of f i c e a t t e n t i o n , s o me t hi n g i s d o ne . W l l d o ne I e a m o v e r whe l me d b y Sa i n s b u r y ’ s a c t i o n i n r e s p o n s e t o my i s s u e ’ ‘ I am ve ry i mp r e s s e d wi t h t he a c t i o n t a ke n a nd I a m o nc e a g a i n a de di c at e d Sa i n s b u r y ’ s s ho p p e r ’ R em em ber t i ger bread ? ‘ It i s g r e a t t ha t wi t hi n a f e w we e k s o f d r a wi n g t hi s t o t he Ex e c u t i v e Of f i c e a t t e n t i o n , s o me t hi n g i s d o ne . W l l d o ne I e a m o v e r whe l me d b y Sa i n s b u r y ’ s a c t i o n i n r e s p o n s e t o my i s s u e ’ ‘ H l ovel y t o pi ck ow up your l et t er… A l l m f ri ends have y been s urpri s ed by t he t i m and e t roubl e t aken i n repl yi ng. ’  
    8. 8. And f i nal l y… . . …

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