Case Study: Grofers improves customer experience with Market Force

Grofers - Customer Case Study

The customer, Grofers, a global discount grocery chain, faced increasing competition and needed to improve its customer experience to stay relevant. To address this challenge, Grocers partnered with the vendor Market Force in 2014 to implement a mystery shopping program aimed at identifying key areas for improvement.

Market Force's solution focused on analyzing and enhancing specific customer interaction points. The vendor's research identified that staff behaviors like smiling, greeting customers, and making eye contact had a significant positive impact. Market Force also helped the grocer improve queue management with new procedures for opening additional registers. As a result, Grocers saw a 12% improvement in its overall Net Promoter Score, with specific staff interactions boosting NPS by 20-27% and register availability improving by 18% year-over-year.

Grofers