The Midcounties Co-operative has launched a new ‘Customer First’ programme as it endeavours to maintain customer satisfaction in its food stores.

The four-step programme focuses on customers, products, stores and people and seeks to simplify operational routines for staff, enabling them to deliver an improved customer experience.

Customer feedback, using the results of The Midcounties Co-operative’s Customer Loyalty Index, as well as its online ‘Talk To Us’ survey, will also be central to the scheme.

The society’s IT systems will also be reviewed and product ranges better tailored to customer needs with the help of bespoke planograms that include unique local products alongside national ranges.

The strategy will also seek to further improve staff working arrangements and training. This will include a new rewards programme and an expanded apprentice scheme.

Phil Ponsonby, group general manager at The Midcounties Co-operative Food, said: “Providing an unrivalled service to our customers is at the heart of everything we do.

“However, we also pride ourselves on being relentless in our pursuit of excellence, and the launch of our Customer First programme will ensure we maintain the great reputation we’ve built, whilst identifying ways to further improve.

“Through this over-arching philosophy, which covers all aspects of our operations, we’re aiming to offer a service that’s tailored exactly to the needs of the local communities we serve, whilst ensuring that our colleagues are well-rewarded for their efforts to deliver this objective.”

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