Second To None

See store-level performance with comprehensive customer experience evaluations

Grocery store operations are anything but forgiving. A complex web of suppliers, distribution points, marketing contracts, pre-consumer waste, and employee turnover all work to cut margins razor-thin. And you haven’t even begun to think about customers.

Second To None was approached by a supermarket chain to provide a complete customer experience solution focusing on evaluation of department-level compliance with marketing and operational objectives. Operating approximately 300 stores in the US, Canada and the UK, this retailer emphasizes perishable products (two-thirds of sales) and stocks more than 2,300 SKUs.

The retailer sought to increase internal visibility for and understanding of the customer experience by evaluating signage and displays (planograms), store maintenance, product presentation, and the conduct of department associates around professionalism, helpfulness, and product knowledge issues.

We designed a custom, comprehensive evaluation spanning every supermarket department including challenging qualitative analyses like product supply and freshness. Customer experience data was gathered twice per month on: interior and exterior presentation, cleanliness, display organization, product presentation, signage, and a product purchase to complete a register transaction and to interact with team members at the customer service desk.

Our program helped this retailer assess store-level strengths and weaknesses and ultimately to enhance store operations, service delivery, product presentation and customer satisfaction.

  Customer Experience, Mystery Shopping