Marketing Mix: We'll call you - Primark

Primark OK, well obviously we weren't aware of the use of children working with the suppliers that we use. We have a very strict code of conduct that has been breached and, as a result, we have investigated it and made the decision to no longer use the suppliers involved.

Mktg So it was the suppliers who were benefiting, rather than Primark?

Primark It wasn't Primark, we weren't aware of it at all. If you have access to the internet, on our website there is a section on ethical trading and it has a question-and-answer part, a video of one of our factories and also an interview with one of our directors. It's worth having a look to answer some of the questions you might have. It also has our supplier code of conduct.

Mktg OK. Were there any specific lines involved? What about the men's range?

Primark I'm not sure exactly, unfortunately I don't have that information.

Mktg OK, have the clothes involved been taken off the shelves?

Primark They have, yes.

Mktg What's the website?

Primark (Gives details.) Can I just take your name and your address?

Mktg (Provides name.) Do you want my address as well?

Primark Please.

Mktg Sorry, what's that for?

Primark We just record all the calls we take and make a note of them, that's all.

Mktg OK (Mktg provides details). Thanks.

Primark No problem, bye.

VERDICT

The call-handler was very polite to begin with and had no problems answering my questions and providing me with a web address so that I could access further details. However, it was confusing that although she knew the clothes in question had been taken off the shelves, she couldn't specify which they were. I also found it perplexing that I was asked to provide my name and address - as a potential customer, this was off-putting.

SCORE 6/10.