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Grocery + Supermarket Customer Experience

The grocery and supermarket retail industry is ever-evolving.  As technology has increased within this sector, customers now expect more products and more convenience than ever before. In addition to customer expectations, there is more competition within the grocery and supermarket industry than ever before.

In order to stand out in the minds of your customer base, your brand needs to make an intentional effort to provide unmatched value across the customer journey. Everyone needs to buy groceries from somewhere, so providing a properly optimized Customer Experience can lead to more customers choosing you over the rest of the competition.

Grocery + Supermarket Mystery Shopping

Mystery Shopping/Secret Shopping programs for grocery retailers can be relatively complicated compared to other industries, but the insights provided can have a measurable impact on customer satisfaction and subsequently the bottom line. Second To None’s has extensive knowledge within the grocery market sector, and we have the experience to read and react to industry trends, which in turn will lead to a better base of information for your grocery store’s Customer Experience initiatives.

Grocery + Supermarket Voice of Customer

Voice of customer feedback can play an essential role in establishing a Customer Experience standard within the grocery industry, because it can unlock insights regarding customer-employee interactions, quality of products provided, as well as overall performance related to revenue growth.

A high functioning voice of customer feedback survey initiative can deliver a rich set of actionable information, including:

  • Customer perception of your grocery store
  • Likelihood of customers becoming brand ambassador
  • Key information regarding employee performance
  • Vital information regarding comparisons of different store locations

Grocery + Supermarket Compliance Audits

Compliance Audits can be a major factor in maintaining an industry leading Customer Experience for your grocery store/supermarket because of the inherited risk that goes along with selling food products.  Grocery and supermarket compliance audits objectively can help mitigate this risk, by ensuring that your brand is only providing the highest value product. A properly designed compliance audit program can help answer these questions:

Are employees following industry standards when selling regulated products?
Are advertised products readily available across departments?
Do our high-touch departments of produce, meat, seafood, deli and bakery deliver an engaging,  friendly experience?
Are our food preparers maintaining clean and healthy procedures?

Integrated or Stand-Alone Programs | Unified Reporting + Analytics

Second To None is differentiated in our ability to offer Operationally-based measurement solutions – Mystery Shopping and Compliance Audits – along with Customer-based solutions Voice of Customer feedback surveys – then unifying data streams into a robust, real-time and role-specific Analytics and Insights platform.

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