ODEL deploys innovative new customer survey to enrich in-store experience

Saturday, 29 October 2011 00:43 - - {{hitsCtrl.values.hits}}

The legacy of Steve Jobs has even permeated customer surveys at Sri Lanka’s hip department store chain ODEL.

The company has deployed iPads with a specially developed iPad application to conduct customer satisfaction surveys efficiently and unobtrusively at its flagship store at Alexandra Place, and plans to extend the programme to other outlets soon.

A series of dynamic questions pertaining to different aspects of the ODEL offering can be completed by a customer in less than two minutes, providing valuable feedback and insights that will be used to further enhance the in-store experience, the company said.

Ranging from the quality and the width of the range of products on offer, the sizes available, to service levels of store personnel, ancillary facilities and even the piped music and in-store ambience, the questions seek the views of customers on the myriad facets of shopping at Sri Lanka’s definitive department store.

Head of Human Resources and Operations at Odel Thilanka Kiriporuwa said: “The customer experience has always been the paramount consideration in everything we do, Odel strives to be current with the latest technological innovations to improve our engagement with customers.”

Odel was also the first retailer in the country to introduce mobile Point-of-Sale (POS) terminals using Apple iPod devices that process credit or debit card payments over a secured wireless system from anywhere in the store, offering customers an alternative to queuing at fixed cashiers’ terminals.