Circuit City (Richmond, Va.), the struggling home-electronics retailer, has launched an online survey so shoppers can report theirstore experiences back to the company.
“We're making it crystal clear to American consumers that 'We're with you,'” said president and ceo W. Alan McCollough. “We're determined to offer a level of customer service that is unmatched by any other national retailer in the consumer electronics industry. We truly value the opinions of our customers, and now every one of them, whether they visit our stores or our web site has a chance to utilize this online feedback tool.”
Checkout receipts at the more than 600 Circuit City Superstores and Circuit City Express stores invite customers to visit a specially designed web site to register comments on their shopping experience. Prizes are offered for participation. The retailer already employs mystery-shopping trips, exit interviews, focus groups and telephone surveys to measure customer satisfaction with the Circuit City shopping experience.