News: Waitrose – Measuring the Magic

December 5, 2012 |  Customer Experience Magazine

Waitrose has demonstrated its commitment to continuous improvement of customer satisfaction by launching a customer experience management (CEM) programme with Empathica, the UK’s leading CEM provider. Replacing their current mystery shopping initiative, 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 Waitrose with feedback from thousands of its customers each month. read more »


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