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
"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
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
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
ABOUT PAYLESS SHOE
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 Payless.com 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 http://www.whysmg.com .
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SOURCE Service Management Group, Inc.