Program Overview
Excellent customer service is essential for a great shopping experience and is often identified as an area in which co-ops can differentiate themselves. Additionally, studies demonstrate a clear connection between shopper satisfaction and loyalty; highly satisfied customers return more frequently and purchase more. To that end, NCG has partnered with Service Management Group (SMG) to offer our Customer Experience (CX) Program.
Access CX Dashboard Here
(for participating co-ops)
CX Survey
Our CX Survey allows stores to capture post-transaction shopper feedback, measure satisfaction and improve customer loyalty – things that will ultimately help drive sales – because all co-ops have a tremendous opportunity to grow sales if they can connect with and be more responsive to customers. Co-ops can contact coop.support@ncg.coop to begin onboarding.
How It Works
Randomly selected shoppers receive an invitation to a web-based survey where they provide immediate feedback about their co-op visit. A survey invitation prints at the bottom of receipts and cashiers alert the shopper that they have been invited to take a survey. Shoppers rate their experience for specific departments they just shopped, as well as a few questions about their overall experience, and are encouraged to add specific comments or suggestions. Some optional demographic data is also collected.
The benefits begin immediately. The easy-to-use dashboard makes it simple for co-op staff to see the results immediately and take steps to improve the store experience. As more data is collected, the dashboard helps you identify days, times, departments, and aspects of the shopping experience that are key opportunities for improvement as well as those that are worth celebrating. Designated managers at each store can be instantly alerted to praise for staff members and to any issues for which a customer has requested a response.
Participation Requirements and Costs
Participating co-ops designate a liaison for the program, ideally a senior-level manager accountable for the overall customer experience at your co-op, such as a store manager or operations manager. This individual is our primary point of contact and is responsible for monitoring survey results, reporting on offer redemption, requesting access for any additional users at your co-op, and providing feedback to NCG about the tool. It will be helpful if they are also responsible for building reports specific to your cooperative, sharing feedback with other co-op staff, and identifying co-op-specific trends that warrant additional attention.
A small amount of IT/POS staff time will be required to configure the point of sale system to generate survey invitations on the receipts. NCG has tested and can support configuration for those co-ops running current and supported versions of either ECRS Catapult or LOC SMS. Other POS systems may be able to issue receipts, and we advise that you work with your vendor support – NCG can provide details on requirements.
Each participating co-op commits to the program for a minimum of 12 months, automatically renewing each year. Fees for the program are $3,500 per year for a single location, with each additional location costing $1,000. Billing is quarterly. Additionally, the co-op has the cost of the shopper incentive to consider – this will vary by co-op and is typically budgeted as a marketing expense.
Any exceptions must be requested in writing by the co-op’s DR, and approved by NCG annually.
How to Enroll
Please get in touch with coop.suport@ncg.coop to begin onboarding.
Once all of the technical requirements are met, the lead-time for roll-out is determined by how much time each co-op needs to engage with staff, using a communications plan provided to all program participants by NCG. It can be accomplished in as little as 2 weeks!
Program Details
Excellent customer service is essential for a great shopping experience and is often identified as an area in which co-ops can differentiate themselves. Additionally, studies demonstrate a clear connection between shopper satisfaction and loyalty; highly satisfied customers return more frequently and purchase more. To that end, NCG has partnered with Service Management Group (SMG) to offer our Customer Experience (CX) Program.
Access CX Dashboard Here
(for participating co-ops)
CX Survey
Our CX Survey allows stores to capture post-transaction shopper feedback, measure satisfaction and improve customer loyalty – things that will ultimately help drive sales – because all co-ops have a tremendous opportunity to grow sales if they can connect with and be more responsive to customers. Co-ops can contact coop.support@ncg.coop to begin onboarding.
How It Works
Randomly selected shoppers receive an invitation to a web-based survey where they provide immediate feedback about their co-op visit. A survey invitation prints at the bottom of receipts and cashiers alert the shopper that they have been invited to take a survey. Shoppers rate their experience for specific departments they just shopped, as well as a few questions about their overall experience, and are encouraged to add specific comments or suggestions. Some optional demographic data is also collected.
The benefits begin immediately. The easy-to-use dashboard makes it simple for co-op staff to see the results immediately and take steps to improve the store experience. As more data is collected, the dashboard helps you identify days, times, departments, and aspects of the shopping experience that are key opportunities for improvement as well as those that are worth celebrating. Designated managers at each store can be instantly alerted to praise for staff members and to any issues for which a customer has requested a response.
Participation Requirements and Costs
Participating co-ops designate a liaison for the program, ideally a senior-level manager accountable for the overall customer experience at your co-op, such as a store manager or operations manager. This individual is our primary point of contact and is responsible for monitoring survey results, reporting on offer redemption, requesting access for any additional users at your co-op, and providing feedback to NCG about the tool. It will be helpful if they are also responsible for building reports specific to your cooperative, sharing feedback with other co-op staff, and identifying co-op-specific trends that warrant additional attention.
A small amount of IT/POS staff time will be required to configure the point of sale system to generate survey invitations on the receipts. NCG has tested and can support configuration for those co-ops running current and supported versions of either ECRS Catapult or LOC SMS. Other POS systems may be able to issue receipts, and we advise that you work with your vendor support – NCG can provide details on requirements.
Each participating co-op commits to the program for a minimum of 12 months, automatically renewing each year. Fees for the program are $3,500 per year for a single location, with each additional location costing $1,000. Billing is quarterly. Additionally, the co-op has the cost of the shopper incentive to consider – this will vary by co-op and is typically budgeted as a marketing expense.
Any exceptions must be requested in writing by the co-op’s DR, and approved by NCG annually.
How to Enroll
Please get in touch with coop.suport@ncg.coop to begin onboarding.
Once all of the technical requirements are met, the lead-time for roll-out is determined by how much time each co-op needs to engage with staff, using a communications plan provided to all program participants by NCG. It can be accomplished in as little as 2 weeks!