Customer satisfaction is key to Subway’s success

20th January 2010, 11:51am

Subway is upping its commitment to improving customer service by re-appointing Retail Eyes, specialists in customer experience in the retail, leisure and hospitality sector.

Retail Eyes was awarded, for the fifth year running, the task of delivering Subway's Customer Experience Improvement Programme following a three-way pitch.

Over the next 12 months, Retail Eyes will undertake 18,000 mystery shopping visits across Subway's 1,465 stores in UK and Ireland to assess and improve both customer service and overall customer experience.

Despite the recession, the fast food industry grew by 8% in 2009, which has made for an incredibly competitive landscape at a time where consumer spending remains cautious.

The mystery shopper programme will evaluate customer experience and store performance across a range of criteria, including store environment and facility, product availability and presentation and service by staff.

Feedback from the mystery shoppers will be captured through Retail Eyes' unique web-based analysis and insight platform, with real-time results accessible to Franchisees and store managers 24/7 to enable them to react quickly to any areas that need improving.

Alex Cacouris, Subway, head of marketing, said: "Getting our customer service right is vital if we're to continue to remain competitive which is why we chose to stay with Retail Eyes. They really understand our business and have been consistent in working effectively with our Franchisees to translate customer feedback into real tangible business results."

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Michael Burger

24 March 2011 at 2:54pm

Subway definitley needs this!! Customer service is mixed. Had good and bad experiences. Last visit at the Christchurch Subway was a bad one!! Even though my sub was wrapped and ready to go, instead of letting me pay for it I was made to wait another 5 minutes whilst she served other customers behind me. I asked politely if I could pay and got a nasty look and a 'hold on a moment' comment. Even the customers behind me were suprised by her rudeness!! When eventually I got to pay there was no apology or even an acknowledgement of making me wait when there was no need to.

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