In competitive and highly fragmented market environment, where competition is often played on price, our objective is to build a lasting relationship with our customers. We reach them through a large product range, but also establishing trust supported by a high-quality service.
Service quality
For Unieuro, customer satisfaction is fundamental and is carefully managed. Customer Care, belonging to the Customer Relationship Management (CRM) function, constantly carries out monitoring activities related to indicators such as:
- abandonment rate;
- number of calls managed per hour;
- number of incoming tickets;
- management time/resolution of incoming tickets;
- sample check of the quality of tickets and calls;
- verification of online order allocations.
Stores
close to the customer
Pick-up points
average monthly contacts
managed by Customer Care
HEALTH AND SAFETY
OF CUSTOMERS
One of our strengths is the level of trust that customers develop towards the products we sold.
For this reason, we are committed to ensuring the highest level of quality and protection of customers in terms of safety of the product we periodically monitor the compliance of products with safety laws and regulations through sample audits by external authorities.
TRANSPARENCY OF PRODUCT INFORMATION
AND COMMERCIAL OFFERS
We undertake not to sell products with characteristics different from those indicated on the label, which may mislead the final consumer about the origin and provenance of the product, or to sell products whose quality is inferior or different from the one stated on the label.
The Marketing Department guarantees the correspondence between quantity, quality and origin of the products presented in the context of the advertising campaigns (distribution of flyers, radio-television advertising and prize promotions as well as targeted operations such as “below cost”) and the characteristics of the products sold .
PRIVACY AND
DATA SECURITY
We ensure maximum control of privacy and protection of personal data. Especially in the field of e-commerce, we have established stricter rules and policies able to protect the customer and respond to the regulations introduced by the European Commission with the General Data Protection Regulation (GDPR). We have also installed an anti-fraud verification system and defined encrypted protocols capable of protecting online transactions and avoiding the risk of cloning credit cards and customers’ personal data.
For further information, visit the Privacy section of unieuro.it website.
IN UNIEURO NON-FINANCIAL STATEMENT