In June, the most powerful consumer campaign in South Africa received a standing ovation from many of the business owners in River view for conducting one of the most detailed review ever. Shoppers Experience has since continued to receive emails and requests to visits establishments and business centers.
On the 25th of June 2015, the review team visited Jean Crossing Mall. The center is comfortably nestled between the N14, Jean Avenue and Rabie Street, and lying directly below the Gautrain rail bridge, Jean Crossing is designed to perfectly meet the shopping needs of both commuters and residents.
The Centre was opened 26 February 2015 and since had its share of bad and good publicity in the media. However, the team picked the center as the next stop based on mails received from shopper about their different experiences at the center.
On arrival at the intersection on rabie street, we got really confused as there was no visible indication of the entrance to the mall. This made it a struggle to get the right of passage at the intersection as there was no light indication or stop sign assistance.
On entering, we realized how little traffic control detail was available to drivers turning into Burger King, in 20 seconds there was already a pile up of cars behind us. We had no other alternative but to skip Burger King and make another stop.
Some meter by a curve and we already noticed customers of woolworths dodging traffic as there was no zebra crossing markings, just another meter and Dischem customers were faced by the same fate. An elderly lady trying to cross from Dischem was assisted by a team member, she explained her discontent regarding the situation and how long she has had to deal with the situation since the mall opened for business.
The center was very clean and spacious, parking was adequate with lots of cheerful car guards, surprisingly there were no visible center security personnel, and a more closer look revealed a scanty security operatives on the centre ground. The centre architecture is lovely with a number of great convenient stores.
*The review score of the center is available at the end of the article*
Business Units Review
McDonald
How receptive were the sales executives
Poor : Unpleasant and rude
Did you feel welcome and special?
NO : A very tasteless atmosphere
Was there a manager available?
Poor : Manager was unhelpful
Did the business provide support or make a public complaint system available?
NO : Sketchy details of call center to sort store problems
Did the service executive make an effort to be of assistance to you?
Fair : Manager at the center made an effort
How do you view the business generally?
Worst Customer service at the center
Would you recommend the business?
The review panel review – No
Customers Comments?
Customers at the business center were : Dissatisfied with service received
Business Rating
2/10
General comments : All the review panel members rated this business poorly. It is listed in our record for the center as the business with the poorest customer service experience. However, the team would like to believe the recommendations agreed with the manager would be considered to make this center better in the future.
Burger King
How receptive were the sales executives
Great : Cheerful and helpful
Did you feel welcome and special?
YES : A very good atmosphere
Was there a manager available?
Great : Manager was very helpful
Did the business provide support or make a public complaint system available?
YES
Did the service executive make an effort to be of assistance to you?
YES : Skeptical at first but understood the campaign and assisted
How do you view the business generally?
Great Customer service
Would you recommend the business?
YES
Business Rating
6/10
General comments : All the review panel members rated this business well. 3 out of the review panel believe they will recommend and be back at the business centre.
John Dorys
How receptive were the sales executives
Great : Cheerful, free and helpful
Did you feel welcome and special?
YES : the welcome was very warm
Was there a manager available?
YES – Manager was helpful
Did the business provide support or make a public complaint system available?
YES : there were 3 managers available and a comments box
Did the service executive make an effort to be of assistance to you?
YES
How do you view the business generally?
GREAT – beautiful and well managed establishment
Would you recommend the business?
YES
Business Rating
6/10
General comments :warm atmosphere and the setting accommodates the whole family and there’s a monitor inside to watch the kids while they play outside. very safe
Nandos
How receptive were the sales executives
FAIR : Unpleasant at first but the manager in charge helped
Did you feel welcome and special?
FAIR
Was there a manager available?
YES – Manager did his best to help
Did the business provide support or make a public complaint system available?
No: you have to forward it to the head office
Did the service executive make an effort to be of assistance to you?
Fair : Manager at the center made an effort
How do you view the business generally?
They can do better
Would you recommend the business?
Yes
Business Rating
5/10
General comments : The review panel members rated this business satisfactory. as much as they do have a platform for complaints in place, its not enough and its inconvenient for customers to voice their complaints in the head office .
Romans Pizza
How receptive were the sales executives
Poor : staff was not friendly
Did you feel welcome and special?
Poor : No
Was there a manager available?
Poor : Manager was a bit helpful
Did the business provide support or make a public complaint system available?
Yes, but you must go through the line of managers if the matter is not sorted, they take it to the head office
Did the service executive make an effort to be of assistance to you?
Fair : Manager at the center made an effort
How do you view the business generally?
Poor: Worst Customer service at the center
Would you recommend the business?
No
Business Rating
5/10
General comments : All the review panel members rated this business satisfactory, it can do better.
Subway
How receptive were the sales executives
Good:affectionate faces.
Did you feel welcome and special?
Good: we were desirable received
Was there a manager available?
Good: the manager was very helpful
Did the business provide support or make a public complaint system available?
Yes
Did the service executive make an effort to be of assistance to you?
Fair : Manager at the center made an effort
How do you view the business generally?
Best Customer service at the center
Would you recommend the business?
Yes
Business Rating
9/10
General comments : All the review panel members rated this business good. It is listed in our record for the center as the business with a good customer service experience.
Crazy Store
How receptive were the sales executives
Good :Genial
Did you feel welcome and special?
Poor : We were gladly received
Was there a manager available?
Good : Manager was helpful
Did the business provide support or make a public complaint system available?
Fair
Did the service executive make an effort to be of assistance to you?
Fair : Manager was helpful
How do you view the business generally?
Good:Customer service at the center
Would you recommend the business?
Yes
Business Rating
4/10
General comments : The review panel members rated this business fair. It is listed in our record for the center as the business with the fair customer service experience.
AbsolutePet
How receptive were the sales executives
Good : Great welcome
Did you feel welcome and special?
Good : We felt appreciated
Was there a manager available?
Good : Manager was pleasant
Did the business provide support or make a public complaint system available?
Fair: there is a complaint book
Did the service executive make an effort to be of assistance to you?
Fair : Manager at the center made an effort
How do you view the business generally?
Good: its beneficial to the patrons
Would you recommend the business?
Yes
Business Rating
6/10
General comments :Panel members rated this business adequately.
Matrix Warehouse
How receptive were the sales executives
Good: pleasant
Did you feel welcome and special?
Poor : we felt appreciated
Was there a manager available?
Yes: the manager was on site.
Did the business provide support or make a public complaint system available?
Yes, line managers are available to handle complaints
Did the service executive make an effort to be of assistance to you?
Good: manager at the acenter made an effort
How do you view the business generally?
Good:the staff engages with the clients
Would you recommend the business?
Yes
Business Rating
7/10
General comments : the shop is alive because of the bubbly personalities of the staff.
Bela&Boo
How receptive were the sales executives
Good:affable
Did you feel welcome and special?
Yes:desirable
Was there a manager available?
Yes: very helpful
Did the business provide support or make a public complaint system available?
yes
Did the service executive make an effort to be of assistance to you?
Yes
How do you view the business generally?
Good
Would you recommend the business?
Yes
Business Rating
7/10
General comments : first time comers are welcomed and given options and recommendations of the menu
Joubert & Monty
How receptive were the sales executives
Good
Did you feel welcome and special?
good: The welcome was warm
Was there a manager available?
No
Did the business provide support or make a public complaint system available?
Yes
Did the service executive make an effort to be of assistance to you?
Yes: very helpful
How do you view the business generally?
Good
Would you recommend the business?
Yes
Business Rating
6/10
General comments : good service
Sorbet
How receptive were the sales executives
Poor : Unpleasant and rude
Did you feel welcome and special?
Poor : A very tasteless atmosphere
Was there a manager available?
Yes
Did the business provide support or make a public complaint system available?
Yes
Did the service executive make an effort to be of assistance to you?
Yes: she was helpful
How do you view the business generally?
Fair:
Would you recommend the business?
Yes
Business Rating
4/10
General comments : They must learn to make customers feel special and give them value for their money
Dischem
How receptive were the sales executives
Good: very obliging
Did you feel welcome and special?
Yes:we were embraced
Was there a manager available?
Yes: were were referred to him from the start
Did the business provide support or make a public complaint system available?
Yes, Their email accommodated complaints and put customers needs first
Did the service executive make an effort to be of assistance to you?
Yes: Very helpful and pays his whole attention to the customers
How do you view the business generally?
Good:
Would you recommend the business?
Yes
Business Rating
8/10
General comments : All the review panel members rated this business good. but it can do better in some fields
Cadac
How receptive were the sales executives
Fair: warm welcome with smile
Did you feel welcome and special?
Yes
Was there a manager available?
Yes
Did the business provide support or make a public complaint system available?
yes
Did the service executive make an effort to be of assistance to you?
Fair:an effort was made
How do you view the business generally?
Fair
Would you recommend the business?
Yes
Business Rating
5/10
General comments; satisfactory customer service, but can be even better.
Muggy&Bean
How receptive were the sales executives
Fair
Did you feel welcome and special?
Yes
Was there a manager available?
Yes: we had to wait quite a bit for the manager
Did the business provide support or make a public complaint system available?
Yes
Did the service executive make an effort to be of assistance to you?
Yes
How do you view the business generally?
Fair
Would you recommend the business?
Yes
Business Rating
5/10
General comments : while we waited for the manager, someone could have attended to our need. service needs a bit of improvement by not making the patrons wait for a long time to get service.
Fukuda
How receptive were the sales executives
Poor
Did you feel welcome and special?
Fair
Was there a manager available?
NO
Did the business provide support or make a public complaint system available?
No
Did the service executive make an effort to be of assistance to you?
Yes, but did not pay his attention to us
How do you view the business generally?
Fair
Would you recommend the business?
No
Business Rating
3/10
General comments : All the review panel members rated this business poorly. It is listed in our record for the center as the business with the poorest customer service experience. However, the team would like to believe the recommendations agreed with the manager would be considered to make this center better in the future.
PicknPay
How receptive were the sales executives
Approachable and accessible
Did you feel welcome and special?
Yes: Hospitality was good
Was there a manager available?
Yes, he made time to talk to us
Did the business provide support or make a public complaint system available?
Yes: theres a number and email for complaints placed on the wall
Did the service executive make an effort to be of assistance to you?
Yes
How do you view the business generally?
Good
Would you recommend the business?
Yes
Business Rating
8/10
General comments :great service. keep it up
Solomons
How receptive were the sales executives
Fair
Did you feel welcome and special?
No
Was there a manager available?
Yes
Did the business provide support or make a public complaint system available?
Yes
Did the service executive make an effort to be of assistance to you?
Yes
How do you view the business generally?
Fair
Would you recommend the business?
Yes
Business Rating
5/10
General comments : All the review panel members rated this business fairly but lacks some customer service ethics.
Woolworths
How receptive were the sales executives
Good: Convivial
Did you feel welcome and special?
Yes: they accepted us and friendly
Was there a manager available?
Yes
Did the business provide support or make a public complaint system available?
Yes
Did the service executive make an effort to be of assistance to you?
Yes: samples were given to us
How do you view the business generally?
Good
Would you recommend the business?
Yes
Business Rating
8/10
General comments : great service. customers are treated with respect
The wooden Award can only be given to one shop that is exceptional and the decision of who to recognize was made by the whole team.
The business with the most exceptional Shoppers Experience at Jean Crossing Mall is :
Subway
Review Panel: Jean Crossing Mall – 25 / 07 / 2015
