The Mission- Treat Myself:
Go to my local Superdrug, spend a generous £20 voucher, speak to the team there and share my thoughts on the experience with you guys. Mission accepted in a heartbeat, £20 voucher- YES PLEASE!
My Mission – Undercover Insider:
Over the past 10 years I have worked in retail on and off and am no stranger to being mystery shopped so I thought the best way to explore my local Superdrug was to go undercover! I have never had a bad customer experience in any of the stores so I had high hopes for staff at Glasgow’s Argyle Street branch. I was not disappointed- the shop looked lovely and was well laid out, the staff were all really friendly and knowledgeable and the atmosphere was great.
But before I give you the full results from my sneaky mission I wanted to give everyone the chance to see what I was seeing so I put a little tour together, click here to explore my Superdrug!
I wanted to go in and have a look at all the things that I think make up a great customer experience so I decided to ask a staff member an everyday question that I or anyone would ask when in store and requiring help. As I dye my hair regularly I thought I would ask for help in the semi permanent hair dye section, what brands are most popular and for any recommendations on products to go for. Armed with my question, my camera and a notepad this is what I found:
First Appreance: Busy but not overwhelming, clean, smelled nice and fresh ( a rush of the new Avril Lavigne perfume I was later told.)
Atmosphere: upbeat and fun, the Superdrug Radio station was playing up to date and catchy tunes that I knew. I heard more than one other person humming along!
Layout: Loads of space to move around, clear and well thought out with well marked aisles, bright and fun.
Product Range: HUGE- all my favourites especially in make up with the amazing superdrug MUA £ 1 range, Sleek, Barry M, Bourjois,a huge Gosh counter, Maybelline, Bloom, Rimmel, L’Oreal, 2True and so many more.
Prices: Really big and bold, matching black and pink labels, best of all they were low- great offers on so many different products.
Uniform: Wearing all black with a nice clear name badge. It was great to see staff still keeping individual style with their hair, make up and accessories while still staying clearly marked out and smart.
Service: Fab! The first girl I asked my question to was Stephanie who was working on the fragrance till. She was really friendly and went to the hair dye aisle with me and told where all the semi permanent ones were, she then explained that she doesn’t use them herself but some of the other staff do so went to get another assistant for me who could help answer my questions. It was the assistant Manager Katriona who arrived to help and like Stephanie she was really friendly, her knowledge of the products sold was outstanding, and she could tell me about the most popular brands, the no ammonia features in one range, the good deal in another and importantly how long each range would last in weeks/rinses in my hair. A really amazing service, she was happy to help wherever she could and I left feeling totally satisfied with what would have been my choice based on the help from her and Stephanie. While I was shopping I was also approached my Shona who filled me in on Superdrugs own range of fake tan, which she had on an looked amazing, it was flying off the shelves and it is definately next on my list of things to try! I liked that they were getting the word out about their own brand of products which are just as good as the more expensive ones but at a much lower price.
Service: Quick, efficient and helpful. Being asked if I needed stamps or phone top ups is a good touch, I also liked that i was asked if I needed a bag as so often you can fit the little purchases into another bag you are carrying but your goods are instantly put in a bag anyway , what a waste!
Layout: The range of products on offer to you to add to your basket from queuing to right next to you while paying are well thought out and really handy for when you forget the little things. Lip balm, paracetmol, chewing gum to mini deodorants are just excellent finishing touches to the Superdrug experience.
After my little sneak around, I went back in to let the team know I was writing for Superdrugloves and that they had been really great. I got a chance to speak to Katriona more about her experiences of working in Glasgow’s biggest Superdrug. She told me the shop was re fitted 2 years ago to the contemporary and sleek design and layout it is now, and since then has gone from strength to strength. After spending 5 years with the company she was really passionate about the brand and about delivering a great service which was refreshing to hear. I asked her why she liked working for Superdrug and she explained it was because she gets excited for all the new launches they have and how the company as a whole is going forward. She even let me in on a little secret about an exciting upcoming change to some stores which will bring an even wider range of certain products so you will have to keep your eyes peeled and see if your local store is one of the special ones!
I asked Katriona if she was in my shoes and had £20 to spend what would she buy, this gave her the chance to further show off impressive knowledge of the deals in store as she would have gone for her fave Andrew Collinge shampoo which at the time was on a BOGOF offer, a Maybelline Falsies Mascara that she loves and a top up of the essential deodorant and other day to day things. I was really impressed over all with how welcoming everyone was having me in store, the staff took the time out to chat to me where possible and even filled me in about what they love about summer: Zante, Sunglasses and cocktails being some of the top answers! They even helped me work out what to spend my voucher on, a sales assistant called Lindsay had me almost tempted by her favourite: the Harijuku perfume in love but in the end I went for the new Pantene Aqua Light shampoo, Barry M nail polishes in shades 304 Mint green and 293. The much talked about L’Oreal Renewal Lash Serum, Make Up Academy eyeshadows in shades 13 and 14 and a stunning Barry M dazzle dust in 72.
Keep your eyes on Superdrugloves for a mini review of all my new goodies. Thank you so much to Superdrug for the experience and thanks to everyone at the Argyle Street store for making it such a good one!