Supermarket & Grocery Customer Experience

Understand customer behavior and offer convenience, ease, and premium services both in-store and online with a CX program designed by grocery retail experts. We’ll help you assess your current CX strategy and deploy a best-in-class program specific to your business.

Jump-start your CX program with:

• Surveys across all customer journeys built by industry experts & validated by leading supermarket chains
• Role- and channel-based dashboards to identify customer insights

What You Get

Expert-built Surveys

Get pre-built retail grocery customer surveys designed by experts and proven to help you get the insights you need to improve the customer experience:

• Shopper Transactional Surveys
  • Digital
    • Overall Site Experience
    • Shopping Experience
    • Purchase Experience
    • Cart Abandonment
    • App Experience
    • Delivery/Post Fulfillment
  • In-Store
    • Non-Purchase
    • Purchase / Checkout Experience
    • Pickup Experience
  • Support
    • Customer Support
• Relationship Survey
  • Digital
    • Loyalty Program

Dashboards

Turn data into insights with dashboards and reports ready-built to help you share insights across the organization and start making CX improvements today:

• Digital: Overall Site and App Experience
  • Executive
  • CX Manager
  • Digital Manager
• Digital: Purchase Experience
  • Executive
  • Digital Manager
  • Customer Experience Manager
  • Regional Manager
• In Person: In-Store Purchase
  • Executive
  • Regional Manager
  • Store Manager
  • Customer Experience Manager
• In Person: Delivery
  • Executive
  • Delivery Service Manager
  • Store Manager
  • Digital Services Manager
• Support: Call Center
  • Support Manager

Qualtrics Customer Experience Maturity Model

We use a 3 phase approach to implement and grow your retail supermarket CX program:

1. Deploy transactional customer experience surveys across multiple channels to establish a baseline and identify weaknesses.
2. Add surveys across priority customer journeys and new services to build a comprehensive program relevant to your business.
3. Deep dive on most important customer journeys (e.g. digital purchase experience, at-home delivery services)

As an XM Solutions customer, you’ll get access to additional surveys, dashboards, new features, and industry benchmarks when released.

Implementation & Service

A dedicated Qualtrics Implementation Consultant will work with you to provide XM Solution content with custom logo/branding.

Post-deployment, a Qualtrics Customer Success Manager will work with you to make sure your CX program is running smoothly, provide support, and alert you to new features and updates.

Let them be your personal concierge in integrating Qualtrics XM technology with your business.

Implementation services and integrations cost dependent on the number of surveys and dashboard configurations and advanced add-on features.