Franchise food retailer Cullens has launched a careline through ServiceCare, enabling customers to call a freephone hotline displayed throughout the store and on the back of till receipts to give their opinion on the service received.
Seven of the 20 Cullens branches are testing the scheme in the London area. Jennie Allen, managing director of Cullens, comments: “ServiceCare follows up every call to find out what course of action we took and reports back in writing to the caller. We receive analysis on the performance of branches and staff, based on caller information. This will highlight where we need to improve service levels at each of the franchises.”