Macy's 2005 Annual Report Download - page 11

page seven
We’re continuing to improve the standards and features
of Macy’s and Bloomingdale’s stores, and our customers
are responding enthusiastically.
Everyday through mailed surveys and an online system
for collecting comments, we ask customers to rate our
performance. They grade us on their overall shopping
experience, if our stores are clean, neat and easy to shop,
and if our associates are courteous and respectful. In 2005,
we heard from nearly 400,000 customers and our scores once
again improved, as they have in each of the past five years.
While a majority of all customer comments we receive
are compliments, our progress in satisfying customers
reflects our determination to listen to their concerns and
act accordingly to improve our stores.
Over the past few years, in response to customer
comments, we enhanced sales associate presence on
the selling floor; expanded the use of technology, such
as portable register carts and line-busting programs to
reduce lines during busy periods; and took action to
make our selling floors less crowded and less cluttered.
Continued Investment in Reinvent
Federated continues to invest in “reinventing”
Macy’s and Bloomingdale’s stores, including former
May Company locations being converted to our
nameplates in 2006.
Reinvent elements include redesigned vestibules
for our fitting rooms, which provide customers and
their companions more spacious and comfortable
environments. In all, we have installed more than
1,400 fitting room complexes over the past three years.
More than 14,000 price scanners have been added
to Macy’s and former May Company stores, allowing
customers to understand the price even before they
buy. Wayfinding signs are guiding shoppers through
hundreds of Macy’s stores, while shopping buggies
are helping customers navigate home merchandise
departments and making shopping easier.
Bloomingdale’s is upgrading amenities that are important
to customers, such as fitting rooms, restrooms, lighting
and special areas for sitting and relaxing.
Enhanced Stores
Improve the
Shopping Experience