News: New Programme Boosts Waitrose Service

March 16, 2012 | Retail Technology UK

Article Excerpt:

Supermarket chain takes on specialist retail services to replace legacy current mystery shopper initiative. Waitrose has announced it is launching a customer experience management (CEM) programme with UK CEM provider Empathica. Replacing its current mystery shopping initiative, the provider said the new programme will be designed to assess the customer experience in Waitrose shops even more closely. The programme will be rolled out to all Waitrose stores across the UK by May 2012, providing the supermarket chain with feedback from thousands of its customers each month. read more »


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