Newly Released STRONG Study Findings Continue to Produce Insight for Grocery Industry
New York, New York (PRWEB) July 30, 2013 -- The STRONG study, a joint effort on the part of ICC/Decision Services and Progressive Grocer, is sparking interest among the grocery industry for its specific insights into the customer experience. The study, focusing on national, regional, independent, and specialty grocers throughout the nation, is designed to provide measurable metrics that can not only be used to evaluate but also to improve the customer experience.
The study aims to assess the entire customer experience, with a primary focus on six areas of service within grocery retailers. STRONG represents these areas of service and assessment: suggestive selling, technology, Rx excellence (pharmacies), outstanding customer service, nutrition, and a guide to social media.
Throughout the course of 2013, the study will collect over 100,000 data points with an aim toward providing a clearer understanding into the shopper experience at grocery retailers. Data will then be analyzed in order to create methodology for a more positive customer experience.
“After completing the first three areas of the STRONG study, we’ve already been able to zero in on some very pivotal findings that are of significant relevance to the grocery industry,” said ICC/Decision Services’ Vice President of Client Success, Kevin Leifer. “As we continue building on these findings for the remainder of the year, we hope to maintain a standard of collecting data and extrapolating findings that will allow grocery retailers to be more in tune with customer needs.”
The results of the first two areas of the study (suggestive selling and Rx excellence), were released earlier in 2013, and ICC/Decision Services and Progressive Grocer have now unveiled the results of research centered on self-service—most notably, self-checkout options.
ICC/Decision Services deployed over 200 field representatives to 20 key grocers in order to take a hands-on approach to the evaluation of self-service capabilities located within these retailers.
Findings highlight the importance of retailers’ commitment to maintaining the technology utilized in self-service options, as well as the significance of the availability of in-person customer assistance for customers opting to use self-service checkout.
“The most recent findings of the STRONG study indicate that customers are willing to accept self-service options, but despite the independent nature of these types of services, there is still a high level of customer service expected,” said Leifer. “The experience of the customer is very reliant on a smooth, fast transaction, with errors and interruptions that are quickly addressed by store employees.”
For more information on the latest STRONG study results visit: http://www.progressivegrocer.com/inprint/article/id6016/proud-to-self-serve-you/.
About ICC/Decision Services:
Based in New York City, ICC/Decision Services is a privately-held company that services the needs of global companies, including CVS, Wal-Mart and Coach. With 34 years in the industry, ICC/Decision Services is the preeminent provider of Mystery Shopping, Customer Survey and Compliance Auditing programs. For more information visit the ICC/Decision Services website at http://www.iccds.com.
Kevin Leifer, ICC Decision Services, http://www.iccds.com/, 800-444-1717 x207, [email protected]
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