Customer experience gets overhaul at St David’s

Customers at St David's wanted more places to sit and chat

Customer experience gets overhaul at St David’s

St David’s shopping centre in Cardiff has teamed up with local business, The London Sofa Company, to provide visitors with brand new mall installations.

Over the last 12 months, thousands of Welsh shoppers were invited to tell St David’s what they thought was important to them when visiting the shopping centre via ‘Share Your Thoughts’ surveys, revealing that many people wanted more places to sit and relax whilst visiting the centre for a day out.

In response to this, St David’s commissioned Pontyclun-based, The London Sofa Company, to deliver a seating space project in the centre worth over £50k.

The company, founded by CEO Steve Clemett, has evolved over the last 25 years into a business with 40 employees, producing bespoke furniture and goods that are all proudly made in the U.K. for clients across the country.

Steven Madeley, general manager for St David’s Cardiff said: “On hearing our customer’s feedback about more seating areas, we were keen to spring into action and install more areas for our visitors to unwind.

“For many, the centre isn’t just a space to shop and eat but to unwind and spend free time whilst in the city.

“For us, it was equally important that we work with a South Wales business to deliver this work, and The London Sofa Company understood our needs from start to finish.

“We are absolutely thrilled with the result, and it’s great to see customers making the most of the new spaces already.”

The design of the project was led by Carolyn Grindle of creative agency Carocom, who specialises in experiential design.

Carolyn said: “On starting the work in St David’s, the first thing we did was people-watch – it’s crucial that we step into the shoppers’ shoes and think about what will enhance their experience.

“Following this, two concepts were created – bench seating and oversized sofas and ottomans within bespoke areas throughout the mall, finished with a touch of green by installing planters that bring the outside world in.

“We believe it’s incredibly important to use local suppliers wherever possible, and we were delighted to discover The London Sofa Company in Pontyclun. We entrusted Steve and his fantastic team to bring the concept to life.”

Steve Clemett, CEO and co-founder of The London Sofa Company, added: “We were delighted when Caro and the team approached us with this particular project, and having the rapport we have with the creative agency was a fundamental part of the project being so successful.

“The project was especially close to our heart as our main factory is based in South Wales and producing the furniture for a landmark of the capital was an honour”