What is Customer live?
Customer live is a programme that puts your voice at the heart of the work we do to improve the experience our customers have when they trade with Brakes. We encourage our customers to complete a short survey just once a month. This feedback helps us understand your priorities, where we are performing, what is changing and how we can improve, so that we fix the things that matter most. This short video explains a little more about the programme.
What changes are we making based on your feedback?
Consistent comparative weights and measures on products
We’ve made it easier to compare products, with comparative measures for each category such as price per kg, 100g or each. Customers told us their preferred measure for each category – eg. a pack price and a price per kg for baked beans, so they’re easy to compare.
Sysco tiered brands for great value & great quality
In response to customer feedback we’ve simplified our Sysco product range into 3 easy tiers: Essentials, Classic & Premium.
Each range is competitively priced and quality assured – so now it’s easy to select quality products that suit your needs and budget.
We’ve made our deals and rewards even better
Customer feedback tells us that value for money is important, so we’ve made our deals and rewards even better.
Look our for WAYS TO SAVE, including Our Brands and Specialist Ranges, MyBrakes Rewards, Promotions & Offers, Discount Maximiser and more.
Credit Application process is now easier for customers
You told us that applying for a credit account should be easier. Now our sales team can send you a link to an online form to complete your application, making it easier for you to apply.
Real-time stock availability – what you see is what you get!*
Out of stock items shown clearly on the page. View and select SIMILAR ITEMS where available.
At each step we'll flag if anything is out of stock, so you can select an alternative.
*Available to the majority of customer groups
Did you know, over 95% of our deliveries arrive on time?
But, on the odd occasion where you may need to call us, our Contact Centre team now has full visibility of where the truck is and when your delivery is likely to arrive.
Carbon footprint information is available in Virtual Chef
Customers asked for access to carbon footprint information on the products they purchase. We’ve introduced this into Virtual Chef online.
To sign-up to Virtual Chef and gain access to this information, please contact your Brakes account manager.
We’ve introduced ‘Swap & Save’ to help save you money
The SWAP & SAVE function on brake.co.uk ensures that better value products are highlighted where we know there are suitable alternatives that will save you money.
When you click on SWAP & SAVE you’ll be shown the alternative product to save money.
Improved product browsing for easier navigation
Categories are now displayed in a new ‘Browse products’ menu.
The menu displays down the page in alphabetical order, making it easier to navigate.
With up to 5 sub-sets for each category, you can find what you need, quicker.
Improved website speed when placing orders
We’ve significantly improved the time it takes to load pages at each step of the journey.
This ensures that, when you load favourites, go to the basket page or through the checkout process, you’ll notice a much faster experience.
Do you like to place your orders in advance?
Able to order for next day delivery but choose to order in advance? You’ll now get an email the day before your delivery, showing any out of stocks. So, you’ll have time to select an alternative before the order cut-off time.
Unavailable and substituted items on order confirmation
When you place and submit your order online, we’ll carry out a live stock check. If there are any unavailable or substituted items they will appear on your order confirmation, allowing you to edit and resubmit your order if needed.
Why is your feedback important?
Here to support you
If you share any concerns about the service you receive, you'll get a call from our Customer Live Team. They will work with colleagues around the business to find a solution. Or they’ll tell you if there is a future development that will help.
We prioritise and fix
We love feedback. By capturing insight from thousands of customers it enables us to see what is really important to you and where we need to prioritise the improvement of products, services or support to make your life easier.
Recognising Brakes’ colleagues
Our colleagues are really important to us. So sometimes we may ask you if there’s someone at Brakes who you feel is doing a great job. Every month we pass on the compliments to recognise the colleagues who help to make Brakes a great business.