intu and eDigitalResearch shortlisted for customer satisfaction award


November 19, 2015

intu_200intu, the owner, developer and manager of many of the UK’s favourite shopping centres, has been shortlisted for their leading customer satisfaction strategy for the UK Customer Satisfaction awards alongside customer feedback partners eDigitalResearch.

Organised and hosted by The Institute of Customer Service, the UK Customer Satisfaction awards are an annual celebration of organisations and individuals who have implemented successful customer service strategies. intu have been shortlisted for the Best Customer Satisfaction strategy thanks to their Tell intu customer feedback programme powered by eDigitalResearch.

Launched back in early 2014, Tell intu is the UK’s first national shopping centre Voice of the Customer programme and provides an opportunity for intu customers to feed back about their shopping centre experience– from car parking and toilet facilities to centre look and feel and events.

Since the introduction of Tell intu, intu has seen a significant improvement in both customer satisfaction and brand advocacy thanks to a number of improvements and new initiatives across their estate. Using eDigitalResearch’s flexible real-time dashboards, staff across intu now have sight of customer’s feedback. Results are shared with both head office and staff on the ground – it means intu can make continuous changes both strategically and operationally. Initiatives, such as improved seating or enhanced staff training, have helped intu make a real difference to their customer experience – and measuring the impact and return on investment is allowing intu to better focus their efforts in creating a compelling customer experience.

Steve Brockway, Managing Director at eDigitalResearch, comments, “We’re delighted to be recognised for our work with intu. We work hard alongside our clients to provide commercially-driven insight and results that will make a real difference to their businesses. Customer feedback should be about real outcomes, not just measurement – and intu have proven that by listening to customers and acting on results can bring about real improvement and offer tangible ROI”.

The winner of the Best Customer Satisfaction strategy at the UK Customer Satisfaction awards will be announced in March 2016 at the awards final.