Shopping centre operator, intu, opens customer lounge at Lakeside


Intu, the leading owner and manager of prime regional shopping centres in the UK, has opened a world-class customer lounge, packed with premium, time-saving services and enhanced facilities, located in the heart of intu Lakeside.

Roger Binks, customer experience director of intu, said: “Across the UK, our intu signature experience programme is delivering benefits focused on meeting the needs of customers. The lounge will be a welcomed addition for the 25m visitors each year to intu Lakeside.”

The new facility brings together services already available at the centre in one place, plus new ones, echoing a top hotel or airline lounge. The aim is to treat customers as guests, in line with intu’s membership of the Institute of Customer Services, an independent, professional body.

Peter Moore, store manager of Debenhams at intu Lakeside, said: “We welcome the addition of the customer lounge to the centre. We feel it will give customers further reasons to come more often and stay longer, lengthening dwell times and creating an overall positive experience.”

Customer services such as a concierge and a personal shopping will help with all bookings and style needs. A table with tablet computers, which include the intu Lakeside app, provides answers to a multitude of questions using the free wifi available throughout the centre.

intu has the most digitally connected centres, including free, high quality wifi and click-and-collect. This existing service is enhanced at all intu centres with CollectPlus, the UK’s largest independent parcel delivery and returns company, which connects customers with internet purchases from 260 on-line retailers such as, John Lewis and Amazon. At intu Lakeside, click-and-collect and CollectPlus are available within the customer lounge, with fitting rooms available to ensure customers are totally happy with their purchases before leaving the centre. If not, intu staff will help with returns, simply and hassle-free.

Roger Binks said: “We have listened to our customers and included all the facilities that will make their time at intu Lakeside even better. This includes free phone chargers, intu gift cards and staff on hand to carry bags to customers’ cars. Comfortable seating and televisions provide a men’s crèche and facilities for children will ensure all members of the family are properly looked after.”

The customer lounge was designed by SoVibrant of Harrogate. The fit-out contractor was Yorkshire-based PEC.