Case Study: Price Chopper Improves Customer Service and Reduces Turnover with Integrity Solutions

Price Chopper - Customer Case Study

Price Chopper, the regional supermarket chain headquartered in Schenectady, New York, wanted to create a more customer-focused organization in both new and existing stores. The company’s challenges included improving employee retention, building stronger teamwork and communication among store associates, and reducing shrink from product loss and theft. To address these goals, Price Chopper partnered with Integrity Solutions and used its Integrity Service® program.

Integrity Solutions implemented Integrity Service® with an initial workshop, weekly follow-up sessions, and store managers trained to lead the program themselves, reinforcing service leadership long after training ended. Over five years, about 16 stores and more than 3,000 employees participated. In one store, results included a 79% decrease in turnover, a 21.96% increase in overall customer service effectiveness, and improvement in all ten customer service skills measured by the program.

Price Chopper

Larry Zettle

Executive Vice President and Chief Operating Officer