Page 88 - ABFRL SUSTAINABILITY REPORT 2016-17

ReCognising

STAKEHOLDER
T R E N D S ENGAGEMENT

INITIATIVES

MISSION HAPPINESS

To further deepen the customer-centricity at ABFRL, we launched a Company-wide programme Mission Happiness in
2014. The objective of this programme is to ensure a consistent customer experience and to enforce common SOPs
for complaint resolution. An in-house epic centre has been established through which we listen to consumer views
and feedback in the digital space. These inputs are helping us develop a single view of the consumer and enhance our
ability to dynamically cater to the growing as well as changing consumer demand.

million customer feedbacks have been received till March from
Mission happiness has been a across stores in + cities. Besides, the mission has helped us
huge success
. conduct . lac qualitative consumer conversations.

900 SMs coached
through Mission Happiness 5,000+ sta
tele-coaching programme trained

75% stores 13,000 CCAs
conduct huddle recognised through
every week MH ambassador cards

3.5 million Across 950 stores
feedbacks in 100+ cities

2.3 lac qualitative 300+ store
consumer cluster meets
conversations organised

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