CEI for 100% of Walmart Supercenter, Bodega Aurrera, Mi Bodega, and Superama units
MEI for 100% of Sam’s
Club units
9% increase
in Bodega Aurrera and Walmart Supercenter customer satisfaction
+17.7 Million
Surveys apply to customers and members
The purpose of the Customer Experience Index (CEI) and Member Experience Index (MEI) is to monitor the shopping experience within the units, including satisfaction regarding assortment, freshness, product availability, prices, cleanliness, service received while in the unit, etc. These indexes help to improve decision-making and to generate action plans that will ensure the proper operation of the units, in keeping with customer needs and expectations.
Multichannel Contact Center
Available at our corporate site 24/7
Comprised by the Telephone Service Centers customized for each business format
The convenience of having a scheduled call at a time chosen by the customer
E-mail address
Online chat
Our social media have played a strategic role, as it allows us to hear and respond directly to our customers and members. We have therefore been able to greatly increase the level of contact and interaction, building relationships based on reinforced loyalty and commitment.
The tool used in Central America to measure customer satisfaction is Store Track and Customer Pledges, with a sampling of approximately 14,000 surveys per month. The tool allows for evaluating the following points, among others:
The results have served as a guideline for working on the more relevant opportunities and for developing programs or initiatives that will improve our customers’ in-store shopping experiences.
Launching Central America
Guarantee Policy
Said policy sets the guidelines for enforcing product guarantees in electronics, household appliances, and major appliances; the purpose is to offer our customers enhanced service.
The purpose of the Customer Experience Index (CEI) and Member Experience Index (MEI) is to monitor the shopping experience within the units, including satisfaction regarding assortment, freshness, product availability, prices, cleanliness, service received while in the unit, etc. These indexes help to improve decision-making and to generate action plans that will ensure the proper operation of the units, in keeping with customer needs and expectations.
Our social media have played a strategic role, as it allows us to hear and respond directly to our customers and members. We have therefore been able to greatly increase the level of contact and interaction, building relationships based on reinforced loyalty and commitment.
