Originally opened over 150 years ago, John Lewis is now one of the biggest department stores in the UK, selling everything from technology to furniture.
Its ever-growing list of stores spans the breadth of the country, including the recent opening of the Chelmsford store, and the highly anticipated launch of the new flagship store in Leeds, due to open its doors for the first time in just a few days.
The partnership between Hitachi Capital Consumer Finance and John Lewis began 3 years ago. The focus was on providing a finance facility which enables customers to spread the cost of their purchase, and is supported by the high level of customer service that John Lewis customers had come to expect.
The Hitachi Capital Solution
As an accredited member of the Institute for Customer Service, we've always striven to ensure that we treat our partners' customers with the same level of excellence as we do our own. We deliver additional value to our partners by supporting them with driving improvements within their business.
How we did it
Touchpoint customer surveys
Touchpoint - a tool used to measure customer satisfaction - monitors feedback after events such as quotation, order placement and delivery. This allows any service issues to be addressed at an early stage, and also assists John Lewis in assessing the importance of the finance package offered to their customers.
We provide a comprehensive system training course which John Lewis hosts internally on their website, in order for their staff to utilise to make sure they’re providing that outstanding service that the brand is famous for.
Mystery Shopping Programme
A mystery shopping programme in which we visit each of their stores at least once each year. Our input helps to support them with making improvements within the individual stores.