Retailer Bank appoints Retail Eyes for customer service task

The programme kicked off with a national roadshow to train staff on how to improve customers’ shopping experience.

Retail Eyes then launched a two-visits per quarter mystery shopper campaign, and after three waves of visits customer service scores rose 6% to 81%.

Bank’s head of retail Chris Rowan said: “We’re delighted with the results of the programme so far. Our staff are more enthused and motivated, which in turn ensures our customers are getting a much better experience upon each store visit.”

Retail Eyes had previously run a similar programme for JD Sports Fashion, which alongside Bank is part of the JD Sports Fashion Group.