Identifying and fixing a drop in C-sat

June 18, 2021

Identifying and fixing a drop in C-sat

Discover how retailers are using TruRating to improve their business with better customer insights.

22%

lift in Service

5%

lift in sales

3

weeks to resolve issue

Empowering store managers to take action based on customer understanding

The Challenge

While the grocery sector has long been awash with data on product performance and customer purchasing behaviour, customer feedback on the overall in-store experience and their individual perceptions has been difficult to track and action especially at the store level due to low engagement with traditional tools like ticket-based receipt surveys. Although loyalty cards are able to track customers’ visits and shopping missions and can be used to create manageable customer segments they don’t always explain why customers stop shopping or decrease their visits and spend over time – nor do they necessarily help pin point if there is an issue at a particular time of day, or individual set of stores.

How We Helped

By capturing customer feedback at scale in each and every store and then providing the results in an easy to use, intuitive, dashboard we were able to help store managers spot issues with customer experience that just weren’t previously possible. For example one store manger was able to identify the customer experiences decreased consistently during the early evening period. Not only was the manager able to see a clear dip in the data, to help identify a potential issue that may otherwise have been missed, he was able to take action on this immediately.

Accurate view of CX in-store gave empowerment

The Impact

The store manager adjusted shift patterns to add additional support when needed most and brought forward shelf replenishment tasks to keep the aisles free. They were then able to track and quantify the impact of their interventions over the following weeks to see an improvement in both customer satisfaction as well as overall basket size and spend. Having a simple, but accurate view of CX in-store empowered the store manager to take a simple set of actions that not only improved the overall store experience but was clearly associated with a lift in customer spend also.

22%

lift in Service

5%

lift in sales

3 weeks to resolve issue

“TruRating helped us understand why service and sales were dropping off in evenings – we acted and used TR to measure the impact – service scores went up by 22% and sales jumped by 5%.”

“The ability to use heat-maps to really understand performance down to a granular level is a huge advantage for our store teams and our customer experience strategy.”

“TruRating helped us understand why service and sales were dropping off in evenings – we acted and used TR to measure the impact – service scores went up by 22% and sales jumped by 5%.”

“The ability to use heat-maps to really understand performance down to a granular level is a huge advantage for our store teams and our customer experience strategy.”

Bio

Longo’s has built its name as a grocer that delivers on high-quality customer experiences, with a premium product range and an assortment of goods. As one of the earlier pioneers of eCommerce in Canadian Grocery through its’ Grocery Gateway service, the brand has long been associated with innovation and excellence and as one of the leaders in the busy North American grocery industry.

Name

Longo’s

Region

Canada

Company Size

Large

Industry

Grocer

Website

www.longos.com

More Case Studies

Delivering the ‘Ultimate Customer Experience’

Delivering the “Ultimate Customer Experience”

Longo’s

Helping to understand a globetrotting customer base

Helping to Understand a Globetrotting Customer Base

Longo’s

Analyzing Customer Loyalty by Segment

“Having a view of our entire customer base (not just loyalty members) is truly a revelation – only TruRating provides that.”

Longo’s

Understanding your CX by Department

“The ability to analyse CX by department really is a step change – the speed and volume of the solution allows you to do things previously not possible”

Five Below

Unlocking the behaviors to create legendary guest experiences

TruRating provides a consistent, up-to-date view of performance across every channel – it brings our business together in a way no other tool has

Bealls

Identifying and fixing a drop in C-sat

“The ability to use heatmaps to really understand performance down to a granular level is a huge advantage for our store teams and our customer experience strategy”