Aba assesses Sainsbury's store performance

Sainsbury's has launched a bespoke web reporting facility to support a mystery shopping programme across its national estate, working with Aba Quality Monitoring.

Aba's team of trained assessors visit 850 Sainsbury's stores every two weeks to measure store performance and assess call-centre performance across its service and banking divisions.

The bespoke web reporting system allows Sainsbury's colleagues to access qualitative and quantitative information following fieldwork, enabling tracking and charting of customer service progress at every level of the business.

Sainsbury's is therefore able to get closer to the nature of customer experiences faster, enabling quicker response rates to both positive and negative experiences.

A 'chart customisation' facility, provided as part of the reporting suite, additionally allows all individuals and/or store teams to track performance of the parts of the customer experience they specifically want to focus on.

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