KPMG Nunwood
Publications

UK Customer Experience Excellence Analysis 2020

QVC UK

Non-Grocery Retail

Under the hashtag #QVCAlwaysWithYou QVC laid out its commitment to the personal wellbeing of its customers and its people as the UK went into lockdown. Openness and transparency as to the level of support it was able to provide at any given time ensured that its customers’ expectations were appropriately set, whilst digital support ensured that customers were able to make, track and return items as normal.

Historic investments in social commerce to “create a discovery-led shopping experience” proved beneficial, as customers turned to social media during the crisis. To ensure they continued to take care of team members both behind and in front of the camera, QVC reduced live airings and some shows were pre-recorded. However, recognising that it was the unique onscreen relationship that customers valued, QVC maintained its live shows for as long as possible.

"I’ve never had to contact them once in all the years I’ve been a customer, as I always order online and it’s a very quick and easy process, whether on the app or full website. Their postsale communications are always quick and informative so you don’t need to contact them. Finally, their delivery service is always reliable and on time. I’ve never had to query or complain about anything.”

UK CEE 2020 respondent

Company Profile

Our amazing QVC community is something we’ve always taken great pride in and through this difficult period, it is more important to us than ever. We hope you and your loved ones are all staying safe and healthy and we want you to know that we are always with you. We’re committed to keeping you company through your TV screens, on social media and online, offering comfort and a welcome escape. Join our conversations and connect with us using #QVCAlwaysWithYou.

Source

http://corporate.qvc.com

+10%

Personalisation

+7%

Integrity

+10%

Expectations

+11%

Resolution

+9%

Time and Effort

+11%

Empathy