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JD Sports Fashion bucks the trend
Thu 18 June 2009
JD Sports Fashion bucks the trend by listening to its customers and learning from over 3,500 mystery shops in conjunction with Retail Eyes.
In October 2007, JD appointed Retail Eyes, the UK's most innovative customer experience improvement agency and launched a new customer service programme known as Service 1st. The aim of this joint initiative was to improve the standard of service experienced by the JD and Size? consumer. 18 months on, the Sports Fashion retailer has witnessed significant improvement in its customer service experience.
Retail Eyes benchmarked the standard of service by conducting mystery shopping visits at every location in the JD/Size? estate during November 2007 measuring the retailers' service score at just 57%. 3,500 mystery shopping visits later, plus the implementation of several successful customer service training initiatives under the 'Service 1st' banner, the retailer has seen its service scores increase to 86%.
Wayne Davies, JD Sports Fashion Retail Director says "Embarking on a major nationwide customer service strategy such as the 'Service 1st' programme requires a high quality monitoring and assessment partner such as 'Retail Eyes'. Their innovative approach to mystery shopping and improving the customer service experience made them the ideal partner for JD".
Tim Ogle, Chief Executive at Retail Eyes went on to add: "The JD customer service improvement programme continues to lead the way in terms of service innovation. It is proving to be hugely successful and has widespread buy-in through the group - and especially by the customer facing teams - who see it as a very positive feedback and learning tool in the quest to deliver customers service excellence."
JD Sports Fashion now operates from over 345 stores under the JD/Size? fascia and despite the current economic climate, remains committed to the continuous development of its business. In April 2009, JD announced a strong set of financial results outperforming many other high street retailers with group profits rising by 24% and a total revenue growth of 13.1%.
In October 2007, JD appointed Retail Eyes, the UK's most innovative customer experience improvement agency and launched a new customer service programme known as Service 1st. The aim of this joint initiative was to improve the standard of service experienced by the JD and Size? consumer. 18 months on, the Sports Fashion retailer has witnessed significant improvement in its customer service experience.
Retail Eyes benchmarked the standard of service by conducting mystery shopping visits at every location in the JD/Size? estate during November 2007 measuring the retailers' service score at just 57%. 3,500 mystery shopping visits later, plus the implementation of several successful customer service training initiatives under the 'Service 1st' banner, the retailer has seen its service scores increase to 86%.
Wayne Davies, JD Sports Fashion Retail Director says "Embarking on a major nationwide customer service strategy such as the 'Service 1st' programme requires a high quality monitoring and assessment partner such as 'Retail Eyes'. Their innovative approach to mystery shopping and improving the customer service experience made them the ideal partner for JD".
Tim Ogle, Chief Executive at Retail Eyes went on to add: "The JD customer service improvement programme continues to lead the way in terms of service innovation. It is proving to be hugely successful and has widespread buy-in through the group - and especially by the customer facing teams - who see it as a very positive feedback and learning tool in the quest to deliver customers service excellence."
JD Sports Fashion now operates from over 345 stores under the JD/Size? fascia and despite the current economic climate, remains committed to the continuous development of its business. In April 2009, JD announced a strong set of financial results outperforming many other high street retailers with group profits rising by 24% and a total revenue growth of 13.1%.
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