Last year Tustains started an in–store survey of the opinions of customers. Our aim is that every Tustains customer leaves our store happy with our service and willing to recommend us to their family and friends. We are proud to say that every single customer completing the new in store survey agreed! The whole team were proud of what their customers said about us; it is as important for us to be recognised not only for our jewellery and watches but for our friendliness, product knowledge and willingness to help you. Our favourite testimonial was “An A* shopping experience”
The survey results make impressive reading. They also had 100% agreement when customers were asked about their welcome in the store by the staff, how friendly and approachable they are, how they listen to their customers and how knowledgeable and experienced they are. When asked what impressed the customers most about Tustains Jewellers, most of the responses were around all the staff being approachable, friendly, knowledgeable and willing to help you.
“Having scored so well this year, our challenge for the next year is to improve further” says Joe Milner, a co-director of the business. “We welcome the suggestions we’ve received from our visitors to date about further information about our events programme and introducing a loyalty card in the store.”
Gill Hutchinson, Director of Aardvark Marketing Consultants Ltd, who designed and analysed the data, commented “The Tustains customers certainly appreciate the genuine interest the staff take to listen to them and to be as helpful as possible in giving advice about their products. The results of this particular survey were exceptional for the high numbers of top ratings scored, which is testament to the dedication of both directors and staff working together as a great team in the store”.
The responses also impressed the judges of the inaugural Touch FM Pride of Warwick District Awards and contributed to Tustains being selected as winners in the Best Customer Care award 2013.