Midwest Grocery Store Brand

Unlocking the Truth Behind Customer-Centric Programs for a Rising Grocery Chain

The
challenge

The challenge

A reputable retail grocery store brand with more than 245 supermarket locations across the midwest was experiencing issues with the validity of their customer data. Customers, along with current and former store employees, were:

Taking multiple surveys per day/week
Entering the sweepstakes as often as possible (incentive for filling out surveys)
Sending in entries to artificially impact the score for their store (positively or negatively)

Ultimately, the grocery brand wanted their data from both channels to be centrally housed and analyzed for better decision-making.

The
approach

The approach

We implemented our Engage solution, which brought an enhanced level of security and data oversight to their business.

The grocery brand was looking for a partner to:

Administer their receipt-based customer satisfaction survey
Support their existing customer sweepstakes program
Run their on-site mystery shopping program

The results

Our Engage program:

Addressed the issue of store “gaming”
Ensured that customers could only receive one sweepstakes entry per valid store receipt
Allowed the grocery brand to compare Customer Satisfaction Survey and Mystery Shop results

With this new insight, the grocery chain has been able to pinpoint disconnects between their customers’ experiences in-store and what their mystery shoppers report from the same stores.

They can now tailor the mystery shop questions and guidelines to address specific or ongoing issues they notice in the customer data — leading to better business decisions.

The best result? Their program is now always in step with what matters most to their customers.