A growing number of Slim Chickens customers in Swindon have contacted The Swindonian expressing their dissatisfaction with the lack of loyalty recognition when using the touch screen ordering system at the popular eatery at Swindon’s Designer Outlet.
One of the primary issues highlighted by customers is the disparity in loyalty rewards between orders placed through the traditional till and those made using the touch screen ordering points. Despite the convenience and efficiency promised by the touchscreen system, it appears that customers are missing out on the loyalty benefits they are entitled to upon eating at the restaurant.
To investigate these claims, we conducted a number of tests in December, making three separate purchases – two via the touch screen and one at the traditional till. The results were not surprising based on the complaints we had received, revealing that only the transaction made at the till was registered on the loyalty app, leaving the touch screen orders seemingly unrecognised in terms of loyalty rewards.
In discussions with Slim Chickens staff at the Swindon location, several employees, who chose to remain anonymous, confirmed that they regularly receive complaints from customers regarding this loyalty recognition issue. Despite their ongoing efforts to communicate these concerns internally, there has been no apparent change or resolution.
Customer loyalty is a crucial aspect of any successful business, fostering lasting relationships and contributing significantly to overall customer satisfaction. The disappointment expressed by Slim Chickens customers highlights the importance of ensuring that loyalty benefits are consistently recognised, regardless of the ordering method chosen by customers.
In response to feedback received through The Swindonian, Slim Chickens has taken immediate action to investigate and address the issue regarding the lack of recognition of loyalty benefits through the touch screen ordering method.
Slim Chickens has identified a disparity in the recognition of loyalty benefits for customers utilizing the touch-screen ordering system. As part of the commitment to delivering optimal service, the company is actively involved in updating its kiosks to seamlessly integrate the loyalty program.
To provide clarity during this transitional phase, informative signage will be strategically placed within the premises.
Richard Pigot, Operations Director at Slim Chickens, commented, “We genuinely appreciate the loyalty of our customers and apologise for any inconvenience caused by the temporary lapse in loyalty point recognition. We are fully dedicated to promptly resolving this issue to ensure all our customers receive the benefits they rightfully deserve.”
