One of the
golden rules of introducing change is that you measure the impact of your
changes throughout the process and that is exactly what the renewal team will
be doing at QVM.
Talking with
traders and customers on a regular basis (starting before Christmas) will
identify perceptions to change, experiences with change, how that equates with
what was expected, what adjustments need to be made, and critically for
traders, what can be done to maximise customer satisfaction and engagement.
Customers
will be engaged on the ground, at the market, while Traders will be asked to
complete online surveys.
There is an
old saying that “you can’t manage what you don’t measure” and traders are urged
to participate in this process. The renewal team plans to share survey results
early in the New Year.