Eroski regains recognition for its customer service

Eroski has received two awards at the 16th edition of the Best Customer Service of the Year Awards, held in Madrid. The company was recognised in the large-scale retail and loyalty club categories. The awards are organised by consultancy Sotto Tempo Advertising.

Back at the top in large-scale retail

After four years without winning the category, Eroski has regained the award for best customer service in large-scale retail. The company has also renewed its recognition in the loyalty club category. Eva Ugarte, Eroski´s Director of Strategic Marketing, collected both awards at the ceremony held at the Teatro Las Vegas in Madrid.

According to Ugarte, the awards recognise the daily work of Eroski´s teams to listen to consumers and improve their experience. She also highlighted the importance of regaining the large-scale retail award after several years of work aimed at improving every point of contact with customers.

Personalised and multichannel service

Eroski’s customer service focuses on personalised attention and on responding to customers’ questions, suggestions and complaints as quickly as possible. When further management is required, the company commits to responding within a maximum of 24 hours. The service is available in Spanish, Basque, Catalan and Galician, by phone, email and through Eroski’s website.

More than 424,000 enquiries handled

Over the past year, Eroski handled 424,248 customer enquiries, achieving a 91.68% resolution rate and an 89.49% first-contact resolution rate. Customers can also contact the company directly through its social media channels.

Over the past year, Eroski handled 424,248 customer enquiries, achieving a 91.68% resolution rate and an 89.49% first-contact resolution rate. 

The awards’ assessment process included 220 Mystery Shopper tests carried out through different customer service channels, as well as a satisfaction survey involving 2,000 people representative of the Spanish population. The quality criteria used to select the winners are based on the European UNE-EN 15838 standard.