Morrisons 7 Commitments when it comes to customers

Morrisons' new boss Rami Baitiéh is on a mission to listen to customers and has set some clear policies in place to make that happen. His 7 Commitments are:

#1: “We are not having any more major meetings without customers there. At every session we have a panel of customers. In the meeting, we ask them questions and listen to their views on Morrisons.”

#2: “Every store now has two customer roundtables a month, where customers are invited to challenge stores on range and service.”

#3: “I have a 30-minute online meeting with the top 100 people in the business every evening, six days a week. We look at what customers and colleagues are telling us. We are training hard, but to be the best you need to work at it.”

#4: “The voices of store managers and buyers are being amplified across the group. They are being fully empowered already and we are learning so much.”

#5: “I have my personal email address on the website. I invite customers to email me directly if their complaint is serious, or if it was not addressed by the normal process.”

#6: “We are becoming more organised and more forensic at looking at net promoter scores and taking feedback from checkout operators on complaints. We solve the individual complaints and we find the root cause too.”

#7: “I’m looking for greater personal responsibility from everyone for doing the right thing, and when this responsibility and accountability for customers spreads to every part of the business, I am confident the key customer satisfaction measures will improve.”

Is it working? Well, when Jill was telling the lady on the till at the Wombwell branch all about it, she was very proud that she'd heard all about it and she got her notebook out and said she was gloing to be feeding back what she'd said at her next meeting!