The British multinational retailer has deployed a plan to encourage customer reviews.
The in-store QR code tech has been added at the point of sale in 170 Timpson shops around the UK. The purpose of these codes is to increase the amount of reviews from customers by providing them with a fast and convenient way to leave quick feedback.
Feedback has doubled since the review system was introduced.
When customers reach the point of sale, they are invited to scan the quick response codes with their smartphones. This will prompt them to provide a review of their experience of the company via a technology platform that is provided by TRUSTist.
Since introducing the QR code tech feedback method seven weeks ago, the number of customer comments has increased two times, according to Timpson’s group online director Kevin Martin.
Martin says that implementing the review system has helped to raise competition among staff and diverse areas of the business. Timpson offers a variety of services, such as shoe repair, key cutting, dry cleaning and photo processing.
“Whenever someone leaves a review it will get emailed to the area team for that particular shop,” Martin told Essential Retail.
“The branch colleague sees their rating and how they stand against other shops in their area,” he added, also noting that the branch colleague can also see how well their area compares to the wider business.
The QR code tech is part of the company’s initiative to modernize and develop its “mystery shopper” feedback system.
The mystery shopper feedback system was initially implemented years before the dawn of eCommerce by the company owner Sir John Timpson. The Quick response code feedback system is helping to modernize the system and make the company more digital-friendly.
Moreover, what makes the system ideal is that the TRUSTist platform provides shoppers with more than one choice when leaving reviews for Timpson. They can leave a review for the Timpson internal retail teams, for Trustpilot, for Google, or for all three.
With the first 170 stores finding success with the QR code tech feedback system, Martin says the system will eventually be rolled out to all Timpson group stores across the UK over time.