Waitrose is set to improve the selection and relevance of personalised rewards for its loyalty scheme shoppers, following complaints after the initial launch of the programme last year.
The upmarket retailer wrote to customers last week to notify them that there would be updates to the scheme as of 18 October, The Grocer reported.
Under the changes, the timescale used to regulate a shoppers personalised offers from their transaction history will be 52 weeks, rather then the current four week period, to ensure they receive more “relevant vouchers” and “more options.”
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Under the current system, customers have to choose two tailored vouchers each week which once picked, cannot be deselcted, however Waitrose will now allow shoppers to deselect vouchers if they change their mind or if the product is no longer in stock.
This comes as the retailer received customer complaints following the re-launch of the digital loyalty scheme in February 2022, particularly over high spend amounts, quick expiration dates and non-personalised vouchers.
However, as part of the upcoming changes, dates of the “offer window” will now be highlighted on the front of each voucher.
This comes as Waitrose parent company the John Lewis Partnership unveiled new partnerships with customer loyalty and marketing experts dunnhumby and Eagle Eye in April, in a bid to deepen its relationships with customers and provide them with more benefits.
It also appointed its first pan-Partnership head of loyalty, Emily Wells, as the retailer said the news forms part of its “continued focus on growing and deepening relationships with our 20 million customers who shop with John Lewis, John Lewis Finance and Waitrose across our stores, websites and apps.”
1 Comment. Leave new
I just want to receive paper vouchers in post to redeem in store.