We aim to become a customer-driven business through offering more choice, lower prices and better service to all our customers. All colleagues strive to consistently deliver excellent service, meeting customers’ expectations and anticipating their requirements.
Every quarter we survey over 8,000 customers on their experiences and satisfaction with shopping and dealing with Booker. The feedback that they give helps us identify and drive areas for improvement throughout the business. Each branch can be rewarded based on their own Customer Satisfaction Score.
Mutual trust and confidence between Booker and our customers is vital. Gathering information from customers helps us to tailor our services, products and information to enable us to provide them with the best shopping experience possible.
We collect customers’ personal details when they register with us. We also collect information about customer transactions, including details of payment methods and shopping habits. We never pass on personal data to companies outside Booker, except to suppliers that process data on our behalf. We use aggregated data (where individual customers cannot be identified) for marketing and strategy development and ensure that we follow the relevant codes of practice set out by the Office of the Information Commissioner.