CASE STUDY – SOCIAL CAPITAL [CUSTOMER LOYALTY AND AWARDS] Customers choose us Consistent delivery of value to our customers has resulted in Pepkor’s retail brands winning public trust over many decades. This success is illustrated by the annual awards our brands receive directly from customers, who vote with their wallets and their voices. In addition to abiding by the highest PEP was the most popular clothing store in For the second consecutive year, Capfin standards of customer service, we also build South Africa in 2019. The South African Customer was awarded the best brand award in the on our trust relationships with customers Satisfaction Index rated PEP as giving customers the microlending category by the Sunday Times Top Brands by ensuring their data is always secure, best value for money, having the highest perceived award 2019. This award recognises the best brands in protected, and not used for anything other quality score (exceeding customer expectations), and their respective categories and is voted for than the specified purpose. being the store with the lowest number of complaints. by thousands of South Africans. Picture: PEP, Mitchells Plain Picture: Capfin contact centre, Kuils River Analysis of extensive data sets and in- Ackermans received numerous awards during store customer interactions allows us to the year, including: track consumer behaviour trends, listen to Ask Africa: Kasi Star Winner – Children’s Clothing customer needs and proactively provide Disney: Retailer of the Year relevant products and services. Beeld Reader’s Choice: Children’s Clothing Best of Bloemfontein: Best Store for Kids’ Clothes This customer-centricity, supported by our Daily Sun: Platinum – Best Baby Shop positive social responsible mindset, gives Daily Sun: Platinum – Best Clothing Outlet (Children) Picture: Ackermans, Mitchells Plain Pepkor the ability to retain customer loyalty over many years and remain a brand of choice across our key areas of operation. Bradlows, Russells and Rochester retained their positions as top five brands for Best Furniture Store in Shoe City won the Platinum Award in Beeld’s Reader’s Choice poll for Best Shoe Store in South Africa. It also won the 2019 Sunday Times/Sowetan Shopper Survey, first place in the same competition in Die Burger, while Tekkie Town was voted second for 2019. as voted for by customers. Pictures above left: Shoe City, Canal Walk; Picture above right: Tekkie Town, Tygervalley INPUTS OUTPUTS • Treat our customers with • Customer loyalty dignity and respect • Ability to analyse data, 20KNOWN CUSTOMERSmillion • Listen to customer needs track trends and respond and research trends to customer needs • Continuously appoint and • Variety of products and develop talent to support our services through physical business strategy and online channels with 14.6IN AND OUTBOUND million CUSTOMER CALLS • Invest in technology and various payment options FIELDED IN FY19 IT infrastructure to make • Quality products at value purchases easier and more price points convenient • Keep prices competitive and 18.3 million affordable in each product ONLINE COMMUNITY category PEPKOR // CORPORATE SOCIAL RESPONSIBILITY CASE STUDY 2019.