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McArthurGlen using new CX programme

By Retail Technology | Friday March 6 2020

Designer outlet owner and manager McArthurGlen has teamed with a new customer experience (CX) partner to form a new CX management programme

McArthurGlen is using a customer experience management platform from Service Management Group (SMG) to capture and analyse real-time guest feedback from a diverse customer base that spans 10 countries.

The organisation is using location-level feedback to identify key satisfaction drivers specific to each shopping centre and shape strategic action plans aimed at improving the guest experience.

With feedback data delivered to the smg360 reporting platform, McArthurGlen has a holistic view of the customer experience, including key customer satisfaction metrics and trends. In addition, smg360 provides location-level insights like areas for focus and text analytics on unstructured feedback.

Matt Burke, McArthurGlen Designer Outlets head  of insight, said: “Our partnership with SMG is helping us improve feedback collection, better understand customer priorities and uncover actionable insights that facilitate improvements across our organisation.”