Ray Biggs

Head of Customer Contact

Our vision

To be the most trusted retailer where people LOVE to work

and shopFounded in 1869 and today operates over 1,106 supermarkets and convenience stores and employs around 157,000 colleagues. We put our customers at the heart of everything we do and have invested in our stores, our colleagues and our channels to deliver the best possible shopping experience. Our strong culture and values are part of our identity and integral to our success.

• Best for food and health• Sourcing with integrity• Respect for our environment• Making a positive difference to our

community• A great place to work

Size and scaleThis year we will receive around 2.5million calls, 400k emails, 60k letters and we’ll make 2million callsSimply - on average we will have contact with 9 customers or stores every minute of every day,

The What….From answering calls to helping customersTreating customers as individuals – mass personalisationCustomer service as an enabler – capturing and leveraging insightOperational success is a hygiene factor

The HowEnthusiasticFriendlyHelpfulKnowledgeableGenuine

Brilliant Basics

Magic Moments

Cust

omer

Con

tact

What do we receive contacts about?

Top Down Bottom up - Executive Complaints

Complaint received

Acknowledged

CEO sign off

Resolution Agreed

Investigation

Review / Quality

Investigation:

Requests for information, colleague interviews, CCTV footage, supplier investigation ect

Typically will involve store colleagues, food technologists, buyers,. Suppliers, contact centre teams

Pack Produced

Making a difference • Agents empowered to take ownership – they don’t reply

they investigate and resolve• Expected to challenge - resourced to challenge• Focusing on the personal – listening, and listening hard!• Identify root cause• Quality management focus’s on the how more than the

what• Justin does see, does challenge and does sign 90% of the

letters addressed to him

‘It is great that within a few weeks of drawing this to the Executive Office attention, something is done. Well done I am overwhelmed by Sainsbury’s action in response to my issue’

Making a difference

‘How lovely to pick up your letter… All

my friends have been surprised by

the time and trouble taken in replying.’ 

‘Thank you for your assistance. I have

come back to Sainsbury's when I have a Tesco store

only one mile away’

‘It is great that within a few weeks of drawing this to the Executive Office attention, something is done. Well done I am overwhelmed by Sainsbury’s action in response to my issue’‘I am very impressed

with the action taken and I am once again a dedicated Sainsbury’s

shopper’

Remember tiger bread ?

And finally……..