Focusing on customer satisfaction across all operations, ŞOK Marketler aims to provide a comfortable and easy shopping experience in stores across 81 provinces of Turkey, as well as on its online channel. Consistently seeking to exceed the expectations of its customers, the Company closely follows consumer trends in Turkey and designs its stores taking into consideration five fundamental factors: proximity, price, product variety, unique brands, and convenient shopping experience.
ŞOK Marketler assesses customers’ rapidly changing expectations and needs and improves their shopping experience through innovative and digital solutions. ŞOK Marketler launched its online shopping service with its mobile application, Cepte ŞOK, a first in its field. With products that are suitable for all budgets, the Company aims to be accessible in all regions of Turkey. ŞOK Marketler carried out a complete renovation of its stores and diversified its product range in 2015, and opened 851 new stores in 2019, increasing the total number of stores in 81 provinces to 7,215 stores.
ŞOK Marketler is expanding its network of stores in order to be as close as possible to its customers who want to access quality at affordable prices in 81 provinces of Turkey. ŞOK Marketler determines the prices of its products so that they are affordable for every budget and contributes to the purchasing power of its customers with various promotions. The Company’s product portfolio consists of both national brands and exlusive brands, along with fresh fruits and vegetables supplied directly to customers at affordable prices.
Featuring a store design that creates a pleasant atmosphere for customers and provides them with a convenient shopping experience, ŞOK Marketler offers shoppers the opportunity to purchase almost all of their basic needs from the ŞOK store closest to their homes.
Renovated shops, with wide and bright corridors and regular shelves in which products are separated by categories, offer customers the opportunity to easily find all the products they seek in a comfortable shopping environment. Along with the opportunity to purchase quality products at an affordable price, customers also benefit from promotions that offer advantages in various product groups. Activities that have been carried out to improve the shopping experience also positively affect the number of sales transactions.
ŞOK Marketler, one of the largest food retailers in Turkey, has diversified its shopping channels to meet the evolving demands of customers; in this context, the Company launched the Cepte ŞOK mobile application. Launched in 18 stores in 2017, Cepte ŞOK is applied in all ŞOK stores as of 2018.
After selecting the products they want, customers use the mobile application, which operates on a “Click & Collect “ basis. Customers can then easily receive their products, prepared at the nearest ŞOK store, within the specified time frame, without wasting time.
ŞOK Marketler listens to customer feedback about products and services in order to manage the shopping experience in the most effective way. In this context, the Company conducts customer satisfaction surveys to follow and respond to evolving customer trends in a timely manner. ŞOK Marketler has been conducting Mystery Shopper Surveys in its stores since 2015 and, due to these surveys, it evaluates its stores with respect to areas such as product, fruit and vegetable department, personnel service quality, and the physical condition of the store. As well, in the 2019 Brand Health Tracking Survey conducted among consumers to evaluate brand image, ŞOK Marketler maintained its leading rank, with the second highest level of TOM (Top of Mind) among retailers.
Customer Relations Management
While carrying out research in order to create a better shopping experience, ŞOK Marketler also establishes dedicated communication channels with its customers by taking into account consumer expectations. It is among the Company’s priorities to encourage customers to use these communication channels to share requests, opinions and expectations. The Company receives and responds to customer feedback via a communication form available on the website (www.sokmarket.com.tr/iletişim/iletişim-formu), via Customer Relations Center (MIM) hotline at 0212 576 33 00, and through the email address, mim@yildizholding.com.tr. It takes necessary action with respect to customer complaints in 3 business days following the feedback. While 40% of ŞOK Marketler customers communicate their feedbacks online, 60% choose to do so over the phone.
