Mirvac Group has implemented a technological solution by customer feedback systems provider, Feedbox, in order to measure customer satisfaction levels throughout all its shopping centres.

“Over the course of the last six months we have collected more than 80,000 customer responses from visitors to our centres,” said Mirvac consumer strategy national Manager, Teresa Giuffrida. “This information provides us with valuable insights which we use to deliver a superior customer experience to our shoppers. These insights also enable us to benchmark our centre management functions and identify opportunities to improve our centre operations”

Head of operations for Feedbox Australia, Nimrod Klayman, said the high rate of feedback collection stems from its user-friendly interface which takes a few seconds to collect the feedback.

“There is a famous saying: if you can’t measure it, you can’t manage it,” said Klayman. “The power of the system lies in trend and benchmarking. When a chain of shopping centres, retail stores or service centres can now monitor the trend of customer service in a particular location as well as compare it to other locations, it gives management the tools to act upon the information.”

“We hear about the rise and rise of online and how bricks and mortar retailers have to provide an experience and impeccable customer service,” said Klayman. “That’s why it is important to get real-time feedback about what customers think about the store experience.

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