Tesco to engage customers with customer feedback initiative

Posted by Isobel Drake on 31st October 2008

Tesco, the UK’s largest retailer, is to launch a new feedback service entitled ‘Every Comment Helps’ in 100 of their UK supermarkets.

Essentially, their improved customer service process will increase the ease of which consumers can contact the retailer (at no cost for the customer).

“Customers can send us an SMS text, an e-mail, dial the freephone number, or use the traditional comment cards to give feedback,” a Tesco spokeswoman told Retail Week. “The system instantly analyses feedback and ensures that customers get quick, relevant and individual responses. It also routes messages to our customer service department and the store manager.”

Tesco suggests the system is all about finding the best way to meet the needs of customers and will review the new service at the end of November to determine if desired results are being achieved.