August 01, 2014 Industry news
A grocery retailer has attached handheld tablets to its shopping trollies in order to try and improve the quality of its consumer comments.
It will gain the customers’ comments by asking them a number of questions while they shop around the store. This will include queries about specific product ranges that are available, the quality of the items on shelves (such as the freshness of food produce), and the layout of the shop.
In addition to these questions about the Co-op’s operations, the retailer will also be trying to find out about its patrons’ views on a number of issues, including localism, sourcing sustainable food and the opportunities for youth employment.
The scheme comes only a few days after the firm announced the launch of its new Let’s Talk online hub, which aims to engage with customers in order to get their views on the Co-op’s future business strategies. Site members will also have the opportunity to debate any issues that they feel the retailer should help to champion.
If the Co-op’s shoppers do not have time to fill out the in-store comments, then they do have the option of being able to fill out the form online through a PC or mobile device. Additionally, they can also tweet their feedback, criticisms or general comments using a Co-op hashtag.
Speaking about the new pilot, Andrew Mann, the customer director for the Co-op Group, mentioned that it was vital for the firm to receive comments from its shoppers in order to improve its retail experiences. By using the tablets, Mann hopes that the grocer will be able to gather real-time feedback.