01/09/2009
By Scott Thompson
Asda has been using driveExperience from Empathica to find out what customers think of its 367 stores.
The retailer introduced the solution to solicit feedback from its customers through the till receipt, inviting them to give feedback by freephone or internet. Over 250,000 customers have taken advantage of the opportunity to 'tellASDA' since its launch earlier this year.
"We have many different ways of getting customer feedback but Empathica's Management programme is much more instant and gives us another real avenue of showing customers that we are reacting to queries both nationally and locally," says a company spokesperson. "As well as providing the framework for customers to share their views and help shape our business, Empathica will help us drive transparency to help us meet the needs of our customers."
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