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