Mace Group

Top shops, measure-by-measure

All great retailers know that customers will return to their stores in greater numbers if they know what they're returning to. It's about creating new repeatable experiences to a consistently high quality: products, service and environment. Here at Mace Retail, the latter is definitely our department-and by enabling good products and service, it has the power to drive sales.

On major rollouts, we measure precisely the quality of contractors' output. Pioneered on the RBS NatWest branch refurbishment programme, our key performance indicator (KPI) measurement system provides our client with live feedback on the quality and quantity of work, and the assurance that every detail will be up to spec.

... And here's your change

There's no law that says a new store format needs to blow the budget. When you're on top of issues such as quality, programme and procurement, the pounds and pennies look after themselves-and your rollout programme manager pays for itself. No one knows this better than supermarkets. When we were appointed by one of the UK's top three supermarket chains to project manage their store refurbishment programme, we introduced systems and processes such as the key event schedule, cost control reporting, competitive tendering and a KPI platform for reviewing contractors performance, and cut the client's capital spend by 26% in the first year.

Pass it on

If our customers are happy with the service and environment they get from us, there's a good chance they'll make their customers happy, too. So we take great pains to evaluate our own performance on every major retail project. The rebranding and modernisation of the 220-branch Ulster Bank network has been one of our largest and most complex projects to date, lasting several years. But our focus on detail, our commitment to health, safety and environmental factors, and our ability to provide 100% cost certainty, year after year, led to an independent customer satisfaction survey rating our service at 99%.

Talk to us now to discuss your rebrand project or programme:

Matthew Turner, Director
matthew.turner@macegroup.com
+44 (0)7881 504 230