1. Ray Bi ggs
Head of Cust om
er Cont act

2. Our vision
To be t he mos t
t r us t e d
r e t a i l e r whe r e
•Be s t f or f ood a nd he a l t h
•Sour c i ng wi t h i nt e gr i t y
•Re s pe c t f or our e nvi r onme nt
•M ki ng a pos i t i ve di f f e r e nc e t o
a
our c ommuni t y
•A gr e a t pl a c e t o wor k
pe opl e LOVE t o
wor k a nd s hop
Founded i n 1869 and t oday oper at es ov er 1, 106 super m k et s and
ar
c onv eni enc e s t or es and em oys ar ound 157, 000 col l eagues. W put
pl
e
our cus t om s at t he hear t of ever yt hi ng we do and have i nves t ed i n
er
our st or es , our col l eagues and our channel s t o del i v er t he best
poss i bl e s hoppi ng exper i ence. Our st r ong cul t ur e and val ues ar e
par t of our i dent i t y and i nt egr al t o our success.

3. Si z e a n d s c a l e
Thi s year
400k em l
ai
cal l s
Si m y pl
cust om s
er
we wi l l r ecei ve ar ound 2. 5m l l i on cal l s,
i
s,
60k l et t er s and we’ l l m
ake 2m l l i on
i
on aver age we wi l l hav e c ont act wi t h 9
or s t or es ever y m nut e of ev er y day,
i
The W t …
ha .
Fr om answer i ng cal l s t o hel pi ng cust om s
er
Tr eat i ng cust om s as i ndi vi dual s – m
er
ass
per sonal i sat i on
Cust om
er ser vi ce as an enabl er – capt ur i ng and
l ever agi ng i nsi ght
Oper at i onal success i s a hygi ene f act or
The How
Ent husi ast i c
Fr i endl y
Hel pf ul
Knowl edgeabl e
Genui ne
Br i l l i a nt Ba s i c s
M gi c M
a
ome nt s

4. W
hat do w rec ei ve c ont ac t s
e
about ?

5. Top D n B t om up ow
ot
Com ai nt s
pl
Exec ut i ve
Com ai nt
pl
r ecei ved
Ac knowl edged
I nve s t i ga t i on:
Request s f or
i nf or m i on,
at
col l eague
i nt er vi ews, CCTV
f oot age, suppl i er
i nvest i gat i on ect
Typi cal l y wi l l
i nvol ve st or e
col l eagues, f ood
t echnol ogi st s,
I nvest i gat i
on
Resol ut i on
Agr eed
Pack Pr oduced
Revi ew /
Qual i t y
CEO si gn of f

6. M ng a di f f erenc e
aki
•
•
•
•
•
•
Agent s em ered t o t ake ow
pow
ners hi p – t hey don’ t repl y
t hey i nves t i gat e and res ol ve
Expec t ed t o c hal l enge - res ourc ed t o c hal l enge
Foc us i ng on t he pers onal – l i s t eni ng, and l i s t eni ng
hard!
Ident i f y root c aus e
Qual i t y m
anagem
ent f oc us ’ s on t he how m
ore t han t he w
hat
Jus t i n does s ee, does c hal l enge and does s i gn 90% of t he
l et t ers addres s ed t o hi m

7. M ng a di f f erenc e
aki
‘ Thank you f or your
as s i s t ance. I have
com back t o
e
Sai ns bury' s w
hen I
have a Tes co s t ore
onl y one m l e aw
i
ay’
‘ It i s g r e a t t ha t
wi t hi n a f e w we e k s o f
d r a wi n g t hi s t o t he
Ex e c u t i v e Of f i c e
a t t e n t i o n , s o me t hi n g
i s d o ne . W l l d o ne I
e
a m o v e r whe l me d b y
Sa i n s b u r y ’ s a c t i o n i n
r e s p o n s e t o my i s s u e ’
‘ I am ve ry
i mp r e s s e d wi t h t he
a c t i o n t a ke n a nd I
a m o nc e a g a i n a
de di c at e d
Sa i n s b u r y ’ s
s ho p p e r ’
R em
em ber
t i ger bread ?
‘ It i s g r e a t t ha t
wi t hi n a f e w we e k s o f
d r a wi n g t hi s t o t he
Ex e c u t i v e Of f i c e
a t t e n t i o n , s o me t hi n g
i s d o ne . W l l d o ne I
e
a m o v e r whe l me d b y
Sa i n s b u r y ’ s a c t i o n i n
r e s p o n s e t o my i s s u e ’
‘ H l ovel y t o pi ck
ow
up your l et t er… A l
l
m f ri ends have
y
been s urpri s ed by
t he t i m and
e
t roubl e t aken i n
repl yi ng. ’

8. And f i nal l y… . .
…