Primer Group's Commitment to Superior Customer Experience in the time of COVID-19

May 27, 2020

Since 1985, Primer Group of Companies and the brands we carry have made it a priority to provide superior experience to our customers, both internal (our employees or, as we call ourselves, KaPrimers) and external (our clientele and brand patrons).

At this crucial time, Primer Group continues to be proactive in serving our customers and pursues ways to adapt to this situation, while keeping the health and safety of everyone in mind.

We at Primer Group have developed a multi-pronged approach to manage the impact of the pandemic and to continue fulfilling our customers needs. Below are some of its key components:

1. Crisis Management Team

We have established our own Crisis Management Team tasked to craft actions and policies that address issues related to the pandemic and can help fulfill our objective to Protect our People, Protect our Business in the midst of these challenging times.

2. Work from Home protocols

Ensuring the health and safety of our employees has always been our top priority. Work from Home arrangements have been put in place in all global territories that are high risk.

3. Employee Support

Our people are our top priority and we are taking the necessary measures to help KaPrimers in this crisis. We have extended financial relief to all our KaPrimers, especially those who are most affected by this lockdown. This is done through schemes such as advanced 13th month pay and outright financial assistance.  

We have also provided opportunities for additional income for employees. We have come up with a program where we compensate employees who wish to be our logistics partners for orders placed via our e-commerce sites. We have also opened our social media channels to help promote our employees' personal businesses.

4. Heightened Safety and Security in Offices and Stores

As some of our stores and offices have started to reopen, it is our priority to ensure that we keep our workplace and stores clean and safe. To help prevent the proliferation of any communicable disease, we have put in place COVID-19 preventive measures such as body temperature screening, deployment of sanitizers, suspension of mass gatherings and face-to-face meetings, regular cleaning and disinfection, among other measures.

Some of our sales associates have also already been subject to COVID-19 testing, and we are truly grateful that none of them have been reported to contract COVID-19.

5. Improved E-commerce

As we adapt to the fast-changing retail landscape due to the pandemic, we have reinforced our e-commerce business and are recalibrating our roadmap and implementation plan to make it more robust and dynamic.

Moreover, some of our brands have put in place delivery promos and are exploring more ways to bring the world closer to our customers such as through social media and their own e-commerce sites.

6. Fundraising for Frontliners

To alleviate the burden of medical frontliners who face the challenge of protecting Filipinos while staying safe from the disease, our corporate social responsibility arm together with some of our brands raised funds to provide personal protective equipment (PPE) and food supplies to our partners hospitals, such as Philippine General Hospital, Cavite Medical Center, Tondo Medical Center, among others.

As we continue to face the challenges brought about by the pandemic, we keep drawing strength and inspiration from each other, most especially from our customers; thus, it is important for us to keep  health and safety top of mind.  

While we do not know how long the pandemic will last, we need to keep our mindset open to change and be grounded on our core values iSTEP (integrity, self-discipline, teamwork, entrepreneurial spirit, and passion for excellence). Until then, Primer Group will keep on finding ways to bring you superior customer experience!

We wish everyone to stay resilient at this time, and pray that everyone maintains their wisdom, discernment, and strength.

Keep healthy and safe!



Primer Group Management