Grocery retail stores face many challenges when it comes to maintaining or improving the level of performance regarding customer satisfaction. From customers, to staff, to the products themselves, each area plays an important role in determining the success of a company. The challenge is being able to identify those factors that directly relate to customer satisfaction in order to implement improvements that will result in improved customer relations and increased sales.
Two key factors were used to measure customer satisfaction cleanliness of the store and produce freshness. Through the use of HappyOrNot, the ability to pinpoint problems days and service hours was established, enabling store managers to immediately commence corrective actions focused on those specific areas for improvement.
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