We interact constantly with our end customers through all of our communication channels: books, magazines, stores and book clubs, the internet (corporate website, product sites, service and e-commerce websites, social networks), and relationship marketing activities.
Monitoring the satisfaction of our customers takes place via various initiatives, the most significant of which in the retail area.
Since December 2014 online customer satisfaction has been measured using the NPS (Net Promoter Score) concept, which also aims to identify areas of the purchasing experience that can be improved. The certificate of the Netcomm consortium is published on the website bearing the average general score and the average scores in 6 categories (conformity, customer service, delivery times, discounts and promotions, simplicity, payment methods) as well as buyer reviews.
In 2016 Mondadori Retail once again participated in the “Insegna dell’Anno” competition, winning the bookshops category for 2016-2017. The award is based on the evaluations of consumers as regards 9 key aspects in the purchasing process: the quality/price ratio; price levels; offers and promotions; service; the training and courtesy of staff; the range; the atmosphere; innovation. An international prize that has been in Italy for nine years, the award incentivises Mondadori Retail to develop spaces that are increasingly stimulating and rich in new features for its customers.
Finally, as in 2015, the network of Mondadori bookshops was the winner in the Positive Buying Experience category at the second Positive Business Awards, created and organised by Scuola di Palo Alto – Italy’s most prominent non-academic business school. This represented acknowledgment of its ability to offer its customers an “emotive” and positive purchasing experience, demonstrating how the attentive management of its clientele and the purchasing experience contribute to the company’s competitive advantage.