As customer trends change, so does the data, and with the pandemic in full swing, we know that our shoppers’ needs continue to evolve. The right tools and insights to evaluate your performance and monitor your in-store shopping trends are essential to keeping up with changes and understanding customer satisfaction over time.

The Customer Experience (CX) survey offers an advanced set of tools to help you gauge customer performance and highlight the most critical areas of opportunity for your co-op. With the CX Report Builder, you have the ability to create your own custom reports to export and download. This reporting interface walks you through the process of building a customized report to help you dig deeper into your data. Choose the report that best suits your needs and get your results in a snap.

Customizing Your Reports

When making focused, data-driven change, it’s important to look at your baseline data first.

Build a report in this easy three-step process:

Step one: Select the type of report you would like to build.

• Comparison: View and compare your performance during the timeframes you choose.
• Trend: View your performance trends over time.
• Comment Report: Search and filter customer comments by the criteria you select (e.g., reasons for customer dissatisfaction, descriptions of items not purchased, why shoppers felt unwelcomed, etc.).
• Show top/bottom performers: Review your highest- and lowest-performing units based on the criteria you select.
• And more.

Step two: Select the reporting level you would like to view in the report.

Choose multi-store units or single-store units.

Step three: Choose the survey items you want to appear in the report.

Options include customer overall satisfaction, satisfaction scores by department and staff performance measures.

After choosing the data to view, complete the process by selecting the “Build Report” button. You’ll receive a comprehensive report listing the categories you’ve selected and their corresponding data. From here, export and download your report, save it as a favorite, or set the report to be a reoccurring email that’s sent directly to your or someone else’s inbox.

Reporting Best Practices

To see the most effective results from your CX data, we recommend checking your scores and sharing your data reports with your team regularly. This increases engagement from staff and offers a way to discover and discuss key areas for improvement. Share reports during meetings or by posting your scores in the backroom for employees to view. This is a great way to keep your team up to date on your current scores and to celebrate making progress.

With real-time data uploads, you can be certain you’re receiving quality information to help make the best possible decisions and improvements to customers’ overall experience.

For questions on the CX Report Builder function or about the CX Survey program in general, contact Lily Jaber.