Customer-Centric Initiative (CCI) for Retail
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CCI for Retail encourages businesses in the industry to raise their service levels.
Aims
- To raise the service levels of retail businesses in Singapore.
- To increase customer satisfaction of locals and tourists through better service.
- To cultivate service leaders in the industry who, in turn, will motivate other businesses to improve their service levels.
- To develop service benchmarks that retail businesses can use to measure their service levels.
For who?
- All locally-based businesses in the retail sector can participate including sole-proprietors, partnerships, privately-owned companies and public-listed companies.
For what?
- To fund and support projects undertaken by retail businesses to improve service levels and benchmark themselves against industry standards.
- Projects may involve:
- mystery shopper audits or customer satisfaction surveys
- identification of service gaps
- developing of service strategies
- implementation of service improvements
- post-implementation assessment of service levels
- certification under Singapore Service Class
How much?
- Funding is decided on a case-by-case basis. Typically, CCI will fund up to 50% of the qualifying costs.
- Qualifying costs include:
- consultancy fees
- Workforce Skills Qualification (WSQ) training for employees*
- cost of equipment, materials and consumables
- cost of audit, assessment or certification
Things to note
- Service audits or customer service surveys should preferably be done by an independent external party. Post-implementation assessment should be carried out by the same party.
- All projects under CCI must be completed within 12 months from the date of approval. (It is not a must to complete within 12 months from the date of approval, there is no specific d
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