Staff memo.
The second phase of the cart rollout has been as successful, if not more so, than the initial rollout. This is demonstrated by the following metrics.
Customer service inquiries from start of distribution to end of November
2012 =12,700
2013 = 7,900Number of exchanges from end of distribution to end of November
2012 = 2517
2013 = 2108 (which includes 615 exchanges completed by SWR at 110 Dunlop Drive as an improved customer service)Amount of collection hours in the first four weeks of the rollout (includes bag and cart collections)
2012 – 3098 hours
2013 – 2881 hours Staff