11/29/2007 12:16:00 PM
3 stores under the microscope
Staff in 3’s direct stores will come under the microscope over the next year as the operator conducts a nationwide assessment of its retail estate in a bid to find out how well it matches up to rival network stores.
The initiative will see 3 stores across the country compared with local operators’ stores, before they are graded in key areas of customer service. A report containing three action points will then be presented to store managers. Mystery shopper organisation GAPbuster began work on the project on 15 October and it is expected to continue until late 2008.
A spokeswoman for 3 said GAPbuster had been recruited to ‘help it evaluate levels of customer service’. She added: ‘Mystery shoppers will be directed by 3’s retail management team to 3 stores and 3 concessions around the country over the next 12 months and their observations will provide valuable feedback. This initiative is about ensuring that 3 customers receive the highest levels of customer service.’
A 3 store manager said he thought it was a great idea. He said: ‘It’s got clear points and there’s nothing negative in the report. You work on these three areas and your score will improve. As a store manager, I’d love to know what I need to do to be perfect. It will help us work towards a common goal.’3 has opened an extra 169 branches since September 2006, bringing its total number of direct stores in the UK to 351.