Please have your say

Contact with customers is of central importance to Migros. The retailer does not only wish to inform the public of its own stances and activities: Migros also wants to learn what interests its customers, what they want and where they would like support. The aim is to build bridges between producers and consumers.

Migros networking

To enter into a dialogue with its customers, Migros uses social networks on the internet. In an open dialogue, it takes their concerns on board and tries to find constructive solutions. The retailer is available for queries and complaints. Migros has had profiles on Facebook and Twitter for some time. In June 2010 Migros also set up its own community platform: on Migipedia.ch customers can voice their opinions and wishes in respect of more than 5'000 products. With its online commitment, Migros aims to strengthen the credibility of its brand, respond to customer concerns and get to know its customers even better. Suggestions and product ideas are also included in the range. For instance, following the input of Migipedia users, Migros ice tea will also be offered in PET bottles.

M-Infoline is in demand

M-Infoline has been available to customers as their main point of contact for questions, suggestions and complaints for 11 years. In addition to customer concerns made by telephone or electronically, M-Infoline now also processes requests that are directed to Migros via these new Migros networks on the internet in close cooperation with the internal specialist departments. The employees also respond to questions about the popular Mania programmes, company policy and regarding cultural, social and environmental commitments. Due to the marketing campaigns and technical advances, the need for information rose clearly in the past year. More than 600 customers contact M-Infoline every day, and three out of four cases relate to requests for information. Migros also uses this in-depth customer feedback to continuously optimise product quality and its services.

M-Infoline: Customer enquiries (in thousand)

Migros print media are arriving

Migros print media – and especially the Migros magazine that appears weekly in three languages – reach more than 3 million people and regularly inform on sustainability and environmental topics. A special magazine on sustainability was enclosed with the Migros magazine in spring 2010 and with the Suisse Romande Migros magazines, while in the autumn the two magazines discussed ecology in the household jointly with the WWF in a special report. Also, since the end of 2009 Migros's well-being and sustainability magazine Vivai has been published six times a year. Vivai reports on everything that is interesting for readers who are aware of what they consume. Background topics, green offers, tips for relaxation and exercise. The Saisonküche cookery magazine also supports sustainable living. The editorial office uses only seasonal produce for its recipes. It has jointly launched the Klimazmittag (climate lunch) with the WWF and informs on developments in the sustainability labels of TerraSuisse and Migros Bio every month.

Migros Press: Number of readers (in thousand)

Transparency with M-Cumulus and M-connect

More than 2.6 million Migros customers participate in M-CUMULUS: the bonus programme is thus a central communication channel for Migros. Last year, the CUMULUS hotline received more than 300'000 customer calls. When handling customer data, Migros not only strictly complies with the legislation, but also considers comprehensive internal principles to protect the privacy of M-CUMULUS users. For this, Migros was awarded the GoodPriv@cy quality seal of the Swiss Association for Quality and Management Systems. Compliance with the rules is checked by an annual audit. To make it easy for customers to access their data, Migros created the M-connect platform at the end of 2010. This allows visitors to access various online services of the retailer, including M-CUMULUS, with a single user profile.