Whole Foods mystery shopping

Case Study: Whole Foods

CHALLENGE

Whole Foods Market, the top retailer in the world for natural and organic foods, sought to gain increased visibility to and understanding of their customer experience as well as store maintenance and product presentation, at their Southeastern and Florida locations.  

OBJECTIVES

  • Monitor and maintain exceptional products and display presentation standards across all fresh foods, specialty, prepared foods, grocery, health and floral departments

 

  • Evaluate associate adherence to strict safety, cleanliness and product handling requirements
  • Evaluate associate product knowledge, sales efforts and customer service across numerous departments

 

  • Measure success in providing timely, efficient and friendly service to customers at the registers and via the Customer Service desk

APPROACH

Comprehensive Evaluations:
Measure the Whole Foods customer experience in grocery stores, evaluating operational and service elements.

 

Site Presentation & Merchandising Inspections:
Utilizing a comprehensive questionnaire, Whole Foods was able to track site presentation by department and location.

Real-Time Reporting:
Whole Foods used Second To None’s robust reporting console to access data, reports and priorities in real time, allowing managers and associates on the front line to improve customer satisfaction and loyalty, and to drive revenue.

SOLUTION

A custom, comprehensive evaluation covering all Whole Foods Market departments was developed to gather information on site maintenance and presentation, product supply and freshness, and customer interaction with team members. Customer experience data was gathered during on-site visits to each store twice per month. Shoppers made observations of the exterior and interior departments, paying specific attention to cleanliness, display organization, product presentation and signage. Shoppers made a product purchase to complete a register transaction and also interacted with team members at the customer service desk.

RESULTS

Whole Foods gained actionable visibility to customer experiences in each department as well as operational strengths and weaknesses at the store level. Information gathered through this program enhanced store operations, service delivery and product presentation.
  • We implemented mystery shopping and voice of customer survey programs to assist our retail sites in evaluating their customers’ experience.  Thank you Second To None!  The results are providing a valuable tool for assessing the level of service provided and to identify areas for improvement.  Affecting positive change has a long-lasting effect for customers and ultimately increases the success of our business.

    Director of Retail Development

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