Eroski recibe por octavo año consecutivo el premio al mejor servicio de atención al cliente

Eroski recibe por octavo año consecutivo el premio al mejor servicio de atención al cliente

22 de Octubre de 2019

  • Los propios consumidores participan en la elección de las organizaciones con mayor calidad en su atención al cliente
  • El servicio de atención al cliente de EROSKI atendió más de 413.499 consultas el pasado ejercicio, con un índice de resolución del 100%
  • La atención al cliente es uno de los pilares del nuevo modelo de tienda "contigo" que impulsa la cooperativa

EROSKI ha sido reconocida por octavo año consecutivo como la empresa con la mejor atención al cliente en el certamen  organizado por la consultora Sotto Tempo Advertising. La cooperativa recogió ayer, en el teatro Coliseum de Madrid dos galardones 'Elegidos servicio de atención al cliente del año', en las categorías de Gran Distribución y de club de fidelización, respectivamente. Los propios consumidores participan en la elección de las organizaciones con mayor calidad en su atención al cliente por sectores de actividad.

"Recibir estos galardones por nuestro servicio de atención exclusivo para nuestros clientes y socios cliente nos anima a continuar por la senda emprendida con la puesta en marcha del modelo comercial 'contigo'. Un modelo en evolución constante gracias a sus aportaciones, que nos ayudan a mejorar día a día y a adaptarnos con mayor eficiencia a sus necesidades reales", ha señalado el responsable del Departamento de Experiencia de Cliente de EROSKI, Josu Madariaga.

La cooperativa ha obtenido este año una nota que supera la histórica obtenida el año pasado, que coloca la atención al cliente de EROSKI al borde de la excelencia con una nota de 9,66 en la categoría de Gran Distribución y de 9,73 en su programa EROSKI club, superando en ambos casos la nota media de todos los participantes en el certamen.

Los premios Servicio de Atención al Cliente del Año, de prestigio a nivel europeo, nacieron en Francia hace trece años y este año ha celebrado su novena edición en España. La metodología empleada para elegir las compañías premiadas combina de manera rigurosa la técnica de "Mystery Shopper" y las encuestas de satisfacción. Dicha técnica, también llamada "compra simulada", consiste en que expertos representan, durante un periodo de entre seis y ocho semanas, el papel de cliente/usuario para poder evaluar distintos aspectos o situaciones que se producen en los momentos de contacto entre las empresas y sus clientes.

Las empresas participantes en esta novena edición del certamen en España han sido sometidas a una exhaustiva evaluación consistente en 200 tests de Mystery Shopper en los canales de relación con el cliente (telefónico, correo electrónico/formulario, web y medios sociales) más una encuesta de satisfacción lanzada a 2.000 personas representativas de la población española.

Los criterios y estándares de calidad para elegir a los premiados se basan en la normativa europea UNE-EN 15838, la cual establece los requisitos para la prestación del servicio en los puntos de contacto con el cliente.

Reconocimiento al compromiso con el cliente

La atención personalizada al cliente es uno de los puntos fuertes de la transformación de EROSKI, dentro del modelo comercial 'contigo' que la cooperativa está extendiendo en su red comercial. "Cumplimos con nuestro compromiso de responder a todas las dudas, sugerencias y reclamaciones de forma inmediata y si requerimos de alguna gestión para ello, en un plazo máximo de 24 horas", ha señalado Madariaga. En el último año la cooperativa mantuvo más de 53.282 contactos proactivos con clientes para informarles de las actividades de EROSKI y mantuvo reuniones presenciales con 4.215 clientes.

El Servicio de Atención al Cliente de EROSKI atiende a los consumidores en castellano, euskera, catalán y gallego y está a disposición de los clientes tanto por teléfono (944943444) como por correo electrónico y a través de la página web www.eroski.es. Durante el pasado año, EROSKI atendió 413.499 consultas a través de este servicio, con un índice de resolución del 100%, el 95,35% en el primer contacto.

Los clientes también pueden comunicarse con EROSKI de forma directa a través de las redes sociales. La página oficial de EROSKI en Facebook es seguida por más de 215.000 personas y el perfil en Twitter de la cooperativa (@EROSKI), por su parte, cuenta con más de 54.000 seguidores.

La cooperativa cuenta, además, con 21 Comités Consumeristas que estructuran la participación de sus Socios-Cliente, quienes debaten, se posicionan y definen directrices para la mejora de las tiendas de nueva generación.

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