Value fashion retailer QS has implemented a customer service strategy that has helped lift like-for-likes at its top 20 stores by 10 per cent since the beginning of November.

The retailer said that it would not scrimp on in-store investment even in a downturn as it aims to improve store productivity.
QS consultant Findlay Caldwell said: “A lot of retailers are not investing in customer service and cutting back but we think there are opportunities for us in the downturn.”

QS drafted in consultants Mteq to implement measurable key performance indicators for its store staff, helping them to recognise further selling opportunities to increase average transaction values and conversion rates.

It follows on from QS’s Customer Connection programme implemented in the middle of the year.

QS will review the performance after Christmas before deciding whether to roll it out further. Caldwell said the results had been “very encouraging”.
He added QS was trading at full margin and he is “confident” the retailer will clear its stock.

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