Customers

We are committed to providing customers with quality products and excellent service. High levels of repeat sales are an indication of service satisfaction and customer loyalty, with the group achieving consistently high scores in client service performance evaluations.

A Service Excellence Club motivates and rewards staff for their outstanding customer service. Staff are nominated based on feedback from customers, reports from mystery shopping research or by senior management. Club members qualify for attractive incentives.

Customer profile

Our customers are mainly middle class consumers in the LSM 4 to 7 categories. They are generally family oriented and from black communities, with 55% of customers being female. We ensure that customers are serviced by staff from their own communities, with stores located close to where Lewis customers work, shop, live and commute.

Responsible credit granting

Credit is granted centrally to ensure responsible credit granting. Credit applications are processed through application and behavioral scorecards and an affordability assessment to ensure an affordable credit limit is allocated to the customer. Every customer is interviewed by the store manager where the cost of credit, terms and conditions of the credit sale and details of the insurance products selected are explained. This ensures that customers are well positioned to meet their monthly financial commitments.

Product responsibility

Our suppliers undertake to repair or replace any defective merchandise within twelve months of the sale. If the merchandise is still defective within six months of the repairs, the supplier will be liable for replacement of the merchandise or refunding the customer in full. In addition, customers may purchase an extended two year maintenance contract from the group. This ensures an enhanced buying experience.