Customer Service Team CUSTOMER SERVICE In the past year, customer satisfaction at store level increased. We achieved this by having first points of contact who speak the customer’s language and by proactively contacting retailers in the event of deviations from orders or deliveries. We also successfully rolled out the ‘special care’ concept for stores that required extra help. And because we developed a dashboard for each customer, we were also able to manage KPIs better: ‘in full, on time, no error’. “ For the first time in Kingfisher’s horticulture history, we will be able to say that we are a completely open book and transparent with our supplier. By Kingfisher and Lemkes working as one, we can get the best prices and quality as well as a full logistics service provision across our European stores. We are looking forward to what this partnership can bring. ” Kirsten Ferguson Group buyer Christmas, Garden Care and Horticulture, Kingfisher 35
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