More convenience
Delivering great service for customers
Video transcript
Managing director
Argos
What are you doing to increase convenience for customers?
A major focus over the past year has been our ‘Delivering Great Service Programme’. All 25,000 store colleagues are helping us deliver fast, friendly and efficient service at every opportunity. New tools such as a visual mystery shopper programme and customer feedback devices, both in store and on-line, have helped colleagues to get closer to what customers want and our colleague engagement scores are at a record level, with our monthly mystery shopper survey showing steady improvement in our service.
Most importantly, customers’ perceptions of our speed and helpfulness have moved very positively versus last year, showing that the service improvements have been noticed and appreciated.
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Mystery shop scores
With over 19,000 lines to choose from, the choice in the our catalogue is approaching its physical limits, so last year we began to widen choice on-line, adding a further 10,000 home delivered ‘i-Extra’ lines on top of our catalogue range. This i-Extra range has enabled us to experiment, for example, with more choice in White Goods, a full offer on key brands such as Lego and additional colour options in upholstery and cameras.
Sales this year have been around £25m, with more growth and trials planned for the year ahead.
Highlights
A major focus over the past year has been our ‘Delivering Great Service Programme’. All 25,000 store colleagues have been briefed, and store measures improved, to help us deliver fast, friendly and efficient service at every opportunity. New tools such as a ‘Visual Mystery Shopper’ programme and customer feedback devices, both in store and on-line via ‘TellArgos’, have helped colleagues to get closer to what customers want and how we are doing. Our colleague engagement scores are at a record level and our monthly Mystery Shopper survey showed steady improvement in our service. Most importantly, customers’ perceptions of our speed and helpfulness have moved very positively versus last year, showing that the service improvements have been noticed and appreciated.