03 Aug 2009
Following successful trials, Marks & Spencer is expanding the functionality of a feedback system aimed at improving customer service.
The system allows clients and staff to submit feedback on any subject via SMS or the internet; the content is then analysed to identify trends, and create and send automated responses.
Further reading
The improved service now allows M&S front-line staff to provide suggestions and comments about business strategy through the system. It will also be implemented in-store for better interaction with consumer panels.
Previous trials of the service were carried out at a staff conference in July, for the collection of feedback from more than 600 attending employees.
Some 15 stores have also tested the service and enabled customers to comment on any issue while they are shopping.
Fizzback provided the system.
I have been a loyal customer of M&S for many years. Until recently I have been allowed to leave the Dine in I purchased overnight to be picked up on Sunday morning, as I am elderly ie 76 I have found this service very usful as the complete Dine in is too heavy for me too carry. Recently, I have been informed that company instructions have forbidden this, which in most cases not explained very well and in some cases quite rudely.
I shop in the main at Kings Lynn.
Posted by: Mrs Kitty Curtis 15 Jan 2012
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