Press room

The Eroski Group has become the first food retailer to obtain certification in Spain for the quality of the service offered to customers in the fresh produce sections. The certification company responsible for observing and monitoring the quality of customer service in the EROSKI hypermarkets, was Bureau Veritas Quality International. The stores that took part in the control work of the certification company were the EROSKI hypermarkets in the Garbera (San Sebastian) and Max Center (Bilbao) shopping centres.

Certification was based on a study of the opinions given by consumers in the different surveys carried out periodically to improve customer service in the stores. These cover aspects important to the customer like the guarantee of the freshness of the fresh produce on sale, the correct and clearly visible labelling of the products on sale, the existence or, if appropriate reservation, of products sold out on offer to take advantage of the drop in price.

It also covered a monitoring of the hygiene of the surfaces on which fresh produce is handled, the cleaning of utensils, the preparation of fresh produce in a way visible to customers, information on the origin of the produce, the training and skill of workers attending to customers and treating customers courteously.

Moreover, monitoring was also carried out of the aim of achieving customer satisfaction by listening to customers and paying attention to their suggestions, rigorous compliance with commitments made to customers, like being able to return a product and getting the money back if a customer is not satisfied, and not being charged for a product if there was a difference between the price on the label and the price actually charged.

This certification is a step forward for EROSKI hypermarkets in service quality, as it means a commitment to maintain the internal mechanisms necessary to ensure the compliance of the certified features.

http://www.eroski.es