Dunelm, the leading homewares retailer, has enlisted the help of Customer Engagement specialists, Rant & Rave, to capture real-time feedback from its customers.
A combination of dedicated emails, till receipts and online order confirmations will be used to gather in the moment feedback at key touch points along the customer journey so that Dunelm can listen to and learn from the voice of its customers to ensure it understands what really matters to them.
This solution will replace Dunelm’s legacy feedback capture method of multiple question surveys and instead ask the customer to score their experience and to explain in their own words, the reason for that score.
Rant & Rave’s sentiment analysis will understand every word and present insight back to Dunelm so that the retailer can take relevant action.
Leonie Foster, Marketing Director, Dunelm said: “Our customers come first, so understanding what is important to them by truly listening to their feedback is key. We are excited about working with Rant & Rave and are confident that our new systems will allow us to continually improve our offer for customers.”
Dennis Fois, CEO, Rant & Rave, said: “We’re delighted to welcome Dunelm as a client and to add another great retail giant to the Raveolution.”
Dunelm is market leader in the £11bn UK Homewares market. The Group currently operates 156 stores, of which 150 are out-of-town superstores and 6 are located on high streets, and an on-line store, to be found at www.dunelm.com
Dunelm’s “Simply Value for Money” customer proposition offers industry-leading choice of quality products at keen prices, with high levels of availability and supported by friendly service. Core ranges include many exclusive designs and premium brands such as Dorma, and are supported by a frequently changing series of special buys. The superstore format provides an average of 30,000 sq. ft. of selling space with over 20,000 products across a broad spectrum of categories, extending from the Group’s home textiles heritage (bedding, curtains, cushions, quilts and pillows) to a complete Homewares offer including kitchenware and dining, lighting, wall art, furniture and rugs. Dunelm is one of the few national retailers to offer an authoritative selection of curtain fabrics on the roll, and owns a specialist UK facility dedicated to producing made-to-measure curtains.
Dunelm was founded in 1979 as a market stall business, selling ready-made curtains. The first shop was opened in Leicester in 1984 and over the following years the business developed into a successful chain of high street shops before expanding into broader homewares categories following the opening of the first Dunelm superstore in 1991.
Dunelm has been listed on the London Stock Exchange since October 2006 (DNLM.L) and has a current market capitalisation of approximately £1.9bn.