RelationMedia provides 360 degree insights
Janus Højgaard explains: “We handle service tracking by means of RelationMedia. They deploy observers in the shops who bring a predefined list containing a series of questions to be either confirmed or dismissed. The list includes several crucial service parameters, e.g. how clean the area around the cashiers is, if they can find the products on offer for a given week and a whole range of other things.” Twice a month, RelationMedia’s observers visit all of KIWI’s shops.
In autumn of 2016, KIWI began using RelationMedia for customer interviews as well. Twice a month, interviewers provided by RelationMedia visit all of KIWI’s shops. They interview a cross-section of customers, asking about the customer’s shop experience based on some of the same parameters as the observer is charged with finding out.
To KIWI this setup has a clear advantage: “It provides us and our shop managers with a solid 360 degree survey of the shops’ actual performance and provides the opportunity to prioritise and adjust our efforts. It also supplies our district managers with an accurate image of how to best help the shops. All in all it is great for us to get an external view as well as our customers’ view on our shops.”