Betting on Excellence
How Mercadona Online ensures the highest quality of Customer Experience.
Last week, I had the pleasure of attending part of the onboarding cycle offered to us as Mercadona Tech employees: the ACMO Experience. ACMO (Atención al Cliente de Mercadona Online) is a team created to take care of the Mercadona Online clients, or Jefes, as we like to call them here at Mercadona. This was my second time joining ACMO to see what issues our clients face while shopping at Mercadona Online.
We understand that, as in life, unexpected things can happen. However, we are always here to support our users through any challenges they may face. Whether it’s through our top-notch customer service or our cutting-edge technology, we strive to exceed the needs of our clients.
One morning, I had the exciting opportunity to learn about the diverse range of incidents that ACMO expertly manages on a daily basis. I was truly impressed by the exceptional level of preparation and skill demonstrated by our customer care agents, who consistently respond with wisdom and empathy to our customers’ needs. During my observation, I was fortunate to accompany Charlie and Salut, who exemplified the utmost professionalism and thoughtfulness in handling customer inquiries via phone, chat, or email. Their customer-centric approach showcased the attention to detail and human touch that is integral to ACMO’s values.
When shopping at mercadona.es, our customers have a lot of flexibility in modifying their grocery basket. One of the most demanding features for grocery shopping is the ability to repeat an order and modify it according to your needs on the same day of purchase.
We don’t finalise payment until the day of delivery, giving our clients the ability to adjust an order until the day before a variety of favourite Mercadona products arrive to their doorstep. Some of the obstacles customers face during the payment can be easily resolved, while others are not dependent on Mercadona. Our ACMO team is well trained to assist our customers while checking out.
Our team registers feedback for improvement, such as technical incidents or product suggestions. When the Jefe experiences difficulties navigating through our app or finalizing the purchase process, we take note. Our ACMO team is just as important as our delivery personnel; they are the ones who first interact with customers and listen to their needs.
As you might hear before, Mercadona stands for Quality. Its leadership is based on Modelo de Calidad Total. The Mercadona Model of Total Quality is an innovative, shared, and sustainable growth organization that aims to satisfy, in this sequential order and with the same importance, the five components of the company: “The Boss” (Client), The Employee, The Supplier, Society, and Capital.
When it comes to gathering feedback on product quality, we empower our Jefes by offering them the choice of how to proceed in case our highest standards are not met. We meticulously measure this feedback using our proprietary CuVo metric, which is closely monitored by our exceptional customer experience team. So, what exactly is CuVo (Customer Voice)? It is a report that expertly aggregates ACMO and Service Rating data. Essentially, the feedback request is the final and crucial step in our shopping experience. Providing the best service and products to meet the needs of our customers and society as a whole is of utmost importance to us. Every input we receive is transmitted to our Mercadona Tech team, who then diligently review what can be done to improve or streamline the process.
At Mercadona, we are constantly learning, and many of the solutions we implement are highly innovative.
Why do we invite all Mercadona Tech employees to the ACMO Experience? Being close to the user (client) is vital to our company’s growth and development. Our engineers admit that access to constant feedback enriches their work, making them more effective and agile in decision-making. For instance, those working in the Checkout team, who deal with its issues daily, can gather necessary inputs for improving our service in the areas where it can generate an impact. Additionally, by relying on the eyes of our Customer Service Agents, we can learn about the problems that occur frequently and how they influence the online shopping experience at Mercadona.
During a conversation with one of our Tech Leads, Victor Berga, he acknowledges that dedicating one morning for our ACMO team provides him with a clear understanding of the exceptional quality of service we offer, as well as the immediate or long-term improvements our teams should implement. After gathering valuable insights from our Jefes and colleagues from ACMO, Victor proactively shares them with his team and collaborates with Product and Design to develop actionable plans.
As Product Engineers, we take feedback very seriously and use it as a catalyst for improvement. Our discovery sessions are dedicated to brainstorming innovative ideas and solutions that will enhance the product’s functionality and ultimately drive our business performance, confidently states Victor.
Join our team, where excellence is never in doubt. Check our LinkedIn profile and discover open roles at Mercadona Tech.
