Weaknesses
Some staff less sure on
product information.
The shop floor looked run down
in a few places. Damaged areas
were covered in tape.
Customer’s reviews online showed
that some of product arrives
to a customer’s home in
damaged packaging.
Not usually welcomed into the
store.
One is not approached in store. You
have to ask for help.
There have been negative online
reviews about the click and collect
service not living up to expectations.
Furniture delivery costs almost £20
which may be off putting.
S.W.O.T
Strengths
Many different forms of customer contact: Telephone, email, fax, post and store.
In depth pages online with information about deliveries, policies and much more.
Store staff are knowledgeable about their specific departments and their products.
A sufficient number of staff work in the stores.
Clear store signage and department separation.
All electrical products are given at least a two-year guarantee which gives customers confidence.
Their website is available in many different languages such as Dutch and Spanish.
International delivery is available.
Well designed and appealing window displays.
Free click and collect service.
Wide range of products available.
Toilets and food is available in all stores and sometimes parking is also available.
Effective Christmas adverts, well known for these.
Large stockroom to hold a large number of products.
An App is now available to purchase goods.