Service Safari Conclusions

Instead of doing similar service safaris as the other groups we decided to take a look what the other teams had found out in their service safaris. Our aim was to look at the others work and afterwards focus on something the other groups didn’t mention, somehow try to find new aims and angles to focus on.

1^st floor
Makeup and, woman’s clothes and a discount area on the first floor
Young females in the makeup department, older women looking at clothes
-Messy first floor, hard to get a grip of what is where
-Bad or improvable customer service, clerks talked to each other
+Good range of products, especially makeup
+Light first and fresh first floor, could have a positive impact on customers


2^nd floor
Male clothes at the second floor
-Bad customer service, only a few clerks, they were only handling the cashier
-Not as much male as woman clothes on discount

-The cafeteria is hard to be noticed
+All the male clothes are gathered in the same place
+Café, children’s books and toys located next to each other, good for families

3^rd floor
Interior objects
+Some beautiful objects

Overall

Women +40 seem to be the majority of the customers
-Lack of salesman to ask for help or assistance
-The products are organized in a confusing way, hard to get a grip of the order
-Narrow walk pats
-Lots of places to lose track of one’s children
-The main entrance isn’t so attractive
-Nothing outside that screams “come inside”, big potential though
-Entrance from Kauppiaskatu is not quite unnoticeable
-Shelves are quite packed with stuff, can affect some customers and make the experience not so exclusive
+Nice café at the entrance
+Good store for gifts
+Music inside, more pleasant experience


//Matti