Service Management Group (SMG) Launches Kmart's New Customer Satisfaction Program

Research Firm to Survey 250,000 Kmart Customers Every Month



Apr 03, 2001, 01:00 ET from Service Management Group, Inc.

    KANSAS CITY, Mo., April 3 /PRNewswire/ -- Kmart Corporation (NYSE:   KM) is
 putting its customer service to the test with the help of Kansas City-based
 Service Management Group, Inc. (SMG) who has been selected by the national
 retailer to develop a comprehensive customer satisfaction program for over
 2,000 Kmart stores nationwide.
     Kmart's new Super Service Index is a comprehensive measurement program
 developed by SMG to monitor customer satisfaction at the store-level on a
 continuous basis.  The new program regularly surveys over 250,000 Kmart
 customers each month about various aspects of their shopping experience.
 Store-level reports with actionable information identifying specific areas for
 improvement are sent to each manager every month.  Reports also are available
 via SMG's customized Web-based reporting system.  This system offers real-time
 access to collected data and enables Kmart executives the ability to view it
 in customized strata, such as by region, selected stores, or specific
 attributes.
     In addition, SMG has developed a comment capture system.  This feature is
 designed to capture Kmart customers in their own words -- how they feel about
 good and bad service -- at each store.  It is immediately accessible to Kmart
 managers and frontline employees on a daily basis.
     Kmart is rewarding participating customers with a chance to win $10,000 in
 Kmart's Super Service Sweepstakes.  Customers who participate in the random
 surveys and provide feedback about their shopping experiences are
 automatically entered into Kmart's sweepstakes program where one customer name
 is drawn each month for a $10,000 prize.
     "Kmart's new customer satisfaction program reinforces the company's
 commitment to its customers," said Andy Fromm, SMG President.  "Adding Kmart
 to our client portfolio reinforces SMG's focus on helping large chains measure
 customer satisfaction in order to build the customer loyalty that is so
 critical in today's competitive retail environment."
 
     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.  Founded in 1990, SMG assists clients
 with unit-level customer service and employee satisfaction measurement,
 results interpretation, and improvement strategies.  Annually, SMG processes
 over 10 million satisfaction surveys for over 15,000 locations.  SMG's
 national retail clients include Hallmark Gold Crown Stores and Sears Optical.
 SMG also conducts satisfaction research for QSR and casual dining restaurant
 chains such as Applebee's International and Chick-fil-A.
 
     ABOUT KMART CORPORATION
     Kmart Corporation serves America with 2,164 Kmart, Big Kmart and Super
 Kmart retail outlets.  In additional to serving all 50 states, Kmart
 operations extend to Puerto Rico, Guam and the U.S. Virgin Islands.
 
 

SOURCE Service Management Group, Inc.
    KANSAS CITY, Mo., April 3 /PRNewswire/ -- Kmart Corporation (NYSE:   KM) is
 putting its customer service to the test with the help of Kansas City-based
 Service Management Group, Inc. (SMG) who has been selected by the national
 retailer to develop a comprehensive customer satisfaction program for over
 2,000 Kmart stores nationwide.
     Kmart's new Super Service Index is a comprehensive measurement program
 developed by SMG to monitor customer satisfaction at the store-level on a
 continuous basis.  The new program regularly surveys over 250,000 Kmart
 customers each month about various aspects of their shopping experience.
 Store-level reports with actionable information identifying specific areas for
 improvement are sent to each manager every month.  Reports also are available
 via SMG's customized Web-based reporting system.  This system offers real-time
 access to collected data and enables Kmart executives the ability to view it
 in customized strata, such as by region, selected stores, or specific
 attributes.
     In addition, SMG has developed a comment capture system.  This feature is
 designed to capture Kmart customers in their own words -- how they feel about
 good and bad service -- at each store.  It is immediately accessible to Kmart
 managers and frontline employees on a daily basis.
     Kmart is rewarding participating customers with a chance to win $10,000 in
 Kmart's Super Service Sweepstakes.  Customers who participate in the random
 surveys and provide feedback about their shopping experiences are
 automatically entered into Kmart's sweepstakes program where one customer name
 is drawn each month for a $10,000 prize.
     "Kmart's new customer satisfaction program reinforces the company's
 commitment to its customers," said Andy Fromm, SMG President.  "Adding Kmart
 to our client portfolio reinforces SMG's focus on helping large chains measure
 customer satisfaction in order to build the customer loyalty that is so
 critical in today's competitive retail environment."
 
     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.  Founded in 1990, SMG assists clients
 with unit-level customer service and employee satisfaction measurement,
 results interpretation, and improvement strategies.  Annually, SMG processes
 over 10 million satisfaction surveys for over 15,000 locations.  SMG's
 national retail clients include Hallmark Gold Crown Stores and Sears Optical.
 SMG also conducts satisfaction research for QSR and casual dining restaurant
 chains such as Applebee's International and Chick-fil-A.
 
     ABOUT KMART CORPORATION
     Kmart Corporation serves America with 2,164 Kmart, Big Kmart and Super
 Kmart retail outlets.  In additional to serving all 50 states, Kmart
 operations extend to Puerto Rico, Guam and the U.S. Virgin Islands.
 
 SOURCE  Service Management Group, Inc.