Service Management Group (SMG) Launches New Customer Satisfaction Program For Payless ShoeSource

North America's Largest Family Footwear Retailer Adopts Innovative Program To

Continuously Monitor Customer Satisfaction in Its Nearly 5,000 Stores

Jun 27, 2002, 01:00 ET from Service Management Group, Inc.

    KANSAS CITY, Mo., June 27 /PRNewswire/ -- In keeping with its customer-
 centric focus, Payless ShoeSource, Inc. (NYSE:   PSS) recently launched a new
 customer satisfaction measurement program with the help of Kansas City-based
 Service Management Group, Inc. (SMG).  SMG has been selected by North
 America's largest family footwear retailer to implement a comprehensive new
 program that lets the retailer get continuous, up-to-the-minute customer
 satisfaction data for each of its nearly 5,000 Payless ShoeSource and Parade
 stores nationwide.
     "At Payless ShoeSource, everything we do is centered around our
 customers," said John Haugh, Chief Marketing Officer and Senior Vice President
 of Business Development.  "Our new customer satisfaction program, with its
 real-time reporting tools, is enabling us to get even closer to consumers on a
 minute-by-minute basis."
     Haugh said the new program lets Payless track customers' perceptions about
 every aspect of their shopping experience from the style, comfort, selection
 and value of the products to the layout of the store and the helpfulness of
 the sales associate team.
     "This is valuable insight as we position Payless as the footwear fashion
 authority," he said.  "We can get on a secured website, run a report and get
 up-to-the-second satisfaction data that is used in our day-to-day business
 decisions to impact customer satisfaction and our bottom line."
     Customers are surveyed daily.  Payless rewards customers who participate
 in the surveys with a merchandise discount on their next purchase.  Those who
 choose to participate can call a toll-free number at their convenience to take
 a user-driven, brief survey about various aspects of their most recent Payless
 shopping experience.
     Up-to-the-minute survey results for all stores are accessible to the
 Payless ShoeSource executive team via SMG's customized and secured web-based
 reporting system.  This system enables management to view survey data in real-
 time by user-selected criteria such as by district, specific stores, or
 service attributes.  Store-level reports with actionable information
 identifying specific improvement areas are delivered to store managers each
     In addition, SMG has developed a comment-capture system for Payless
 ShoeSource.  This survey feature is designed to capture verbatim audio
 feedback from customers with each survey.  These comments are immediately
 accessible via a voice mail system to Payless ShoeSource executives, store
 managers and frontline employees on a daily basis.
     The new Payless ShoeSource customer satisfaction survey program expands
 its previous customer survey system with a more detailed questionnaire and
 real-time reporting features.
     "Payless ShoeSource's new customer satisfaction program reinforces this
 nationally respected company's dedication to providing consistent superior
 service within each of its locations," said Andy Fromm, SMG President.
 "Adding Payless ShoeSource to our client portfolio reinforces SMG's dedicated
 focus to providing multi-unit chains with statistically valid satisfaction
 data that links to financials to help predict and drive unit-level

SOURCE Payless ShoeSource, Inc. is North America's largest family footwear retailer. Based in Topeka, KS, the company operates a total of 4,985 stores offering quality footwear and accessories at affordable prices. In addition, customers can buy shoes over the Internet through at . ABOUT THE SERVICE MANAGEMENT GROUP (SMG) The Service Management Group, Inc. (SMG) is a full-service customer and employee satisfaction research firm specializing in the multi-unit retail, restaurant and hospitality industries. SMG assists a base of national clients with unit-level customer and employee satisfaction measurement, results interpretation and service improvement. Annually, SMG monitors satisfaction in more than 20,000 locations throughout North America. More information about SMG is available at . MAKE YOUR OPINION COUNT - Click Here

SOURCE Service Management Group, Inc.