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SUBWAY has once again demonstrated its commitment to improving customer service by re-appointing Retail Eyes.

Retail Eyes was awarded, for the fifth year running, the task of delivering SUBWAY’s Customer Experience Improvement Programme following a three-way pitch.

Over the next 12 months, Retail Eyes will undertake 18,000 mystery shopping visits across SUBWAY’s 1,465 stores in UK and Ireland to assess and improve both customer service and overall customer experience.

Despite the recession, the fast food industry grew by 8% in 2009 has made for an incredibly competitive landscape at a time where consumer spending remains cautious.

The mystery shopper programme will evaluate customer experience and store performance across a range of criteria, including store environment and facility, product availability and presentation and service by staff.

Feedback from the mystery shoppers will be captured through Retail Eyes’ unique web-based analysis and insight platform, with real-time results accessible to Franchisees and Store Managers 24/7 to enable them to react quickly to any areas that need improving.

Commenting on the announcement Alex Cacouris SUBWAY Head of Marketing said “Getting our customer service right is vital if we’re to continue to remain competitive which is why we chose to stay with Retail Eyes. They really understand our business and have been consistent in working effectively with our Franchisees to translate customer feedback into real tangible business results.”

Retail Eyes CEO Tim Ogle said: “We are proud to have worked with the team at SUBWAY since 2004 when there were less than 400 stores in the UK. In today’s competitive landscape it has never been more important to deliver exceptional service and SUBWAY continues to demonstrate its commitment to ensuring all of its customers enjoy a unique experience that sets it apart from its competitors on the high street.

We have developed an excellent relationship with SUBWAY over the past five years and are looking forward to 2010 where Retail Eyes will provide strategic support to develop and further enhance the customer experience throughout SUBWAY’s rapidly expanding store network”.