HMV appoints Retail Eyes for customer service task

Retail Eyes will conduct fortnightly mystery shopping visits, exit interviews and online surveys with HMV customers to assess whether they are aware of promotions and offers and to get an impression of their overall in-store experience.

Individual stores will be able to check the results of the programme in real time, Retail Eyes said.

HMV’s head of central operations Jason Toy said: “Understanding our customers’ experiences and what we can do to improve them has never been more important. Retail Eyes has created a very exciting programme that will provide us with detailed insight in relation to our customers’ experiences and we are looking forward to working with the team over the coming months and years.”