Do you know what time of day or day of the week is your store’s top performer when it comes to your customers’ shopping experience? Do you know which times and days could use some improvement? Knowing the answers to these questions will not only give you an advantage in increasing your customers’ overall satisfaction, it will also help create greater consistency across your time-of-day and day-of-the-week performance.
How the Consumer Experience (CX) Survey Can Help
We know that even top performing co-ops have times of day and days of the week when their customers’ shopping experience is not as strong as others. The key to improving your performance is to first understand each of your opportunity areas and then take action. The good news is that the CX Survey collects customer feedback and compiles it into an easy-to-navigate dashboard to help give you a clear picture of what’s happening in your store.
How to Get the Answers
The CX dashboard is designed to simplify your co-op’s individual performance data and break it down into several main focus areas.
The dashboard highlights several measures that have the biggest potential for improvement. In the “Where should I focus?” column in your store dashboard, you can view two main measures that have been identified as your improvement opportunities, such as Availability of Products, Checkout Experience, Friendliness of Staff, Cleanliness of Store and more. Under each focus area is a list of scores based on each day of the week. At a glance, you can see the lowest performing day and best performing day.
Managers seeking a more in-depth view of their store’s performance can create a report to see scores by time of day in addition to the day of week. The website’s Report Builder function allows you to build customized data reports and comment reports that can be downloaded in an easy-share option for those on your team who can benefit from this information. With this feature, you can also set your reports to be emailed directly to you or others daily, weekly, monthly or by period. Sharing this data is important! Only then can managers engage staff and experiment with making improvements.
The Impact
We strive to offer a great experience to all our shoppers but our customers know when there are inconsistencies in our stores:
“Sometimes the items I am looking for are out of stock. The availability and quality varies depending on the day.”
And when we take action on their feedback, our shoppers appreciate it:
“I found everything I was looking for. The produce’s quality was excellent and the soup I got was superb. I go every day to the co-op and, consistently, the staff is always friendly and helpful.”
Discovering your highest and lowest performing days and then taking action on what you’ve learned can have a huge impact on your overall performance and leave a lasting positive impression on your customers.
Get Started
Please reach out to Lily Jaber if you have questions or would like to enroll in the CX program. Find more information here.
