Retail trends: from KPIs to shoppers' surprise
A great retail experience marries certainty of customer experience with the delight of regular improvement.
It's about creating new and repeatable experiences to a consistently high quality: in products, services and environments. For Mace’s retail team, the latter is definitely our department – and by enabling good products and service, we have the power to drive your sales.
Here’s how:
- Top shops, measured...
Real performance, in real time
On major rollouts, we measure precisely the quality of contractors' output. Pioneered on the RBS NatWest branch refurbishment programme, our key performance indicator (KPI) measurement system provides our client with live feedback on the quality and quantity of work, and the assurance that every detail will be up to specification.
For our retail clients this means control, transparency, and reassurance at every stage.
- ... And here's your change
New store formats needn't blow the budget When you're on top of issues such as quality, programme and procurement, the pounds and pennies look after themselves – and your rollout programme manage pays for itself.
When we were appointed by one of the UK's top three supermarket chains to project manage their store refurbishment programme, we introduced systems and processes such as the key event schedule, cost control reporting, competitive tendering and a KPI platform for reviewing contractors performance, and cut the client's capital spend by 26% in the first year.- Pass it on
Right for you means right for customersIf our customers are happy with the service and environment they get from us, there's a good chance they'll make their own customers happy, too. So we take great pains to evaluate our own performance on every major retail project.
The rebranding and modernisation of the 220-branch Ulster Bank network has been one of our largest and most complex projects to date, lasting several years. But our focus on detail, our commitment to health, safety and environmental factors, and our ability to provide 100% cost certainty, year after year, led to an independent customer satisfaction survey rating our service at 99%.
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