Case Study: Safeway achieves faster, richer customer satisfaction insights with QuestionPro

Customer Satisfaction Survey Solutions at Safeway Online Grocery

Safeway.com, a full-service online grocery, faced disjointed and overly complex customer data collection that limited its ability to get timely, actionable insights. After evaluating vendors, Customer Insight Manager Preeti Nathan selected QuestionPro because other solutions were either too basic or required excessive integration; Safeway needed a tool combining advanced analytics with ease of use to deliver faster, higher-quality business intelligence.

Safeway created a dedicated analytics role reporting monthly to an executive committee and used QuestionPro to measure satisfaction across seven customer touchpoints, collect open-ended feedback, and monitor trends and real-time responses to site changes. Automating surveys and reporting reduced the process to days, gave staff time to read customers’ comments, and produced richer qualitative and quantitative insights that improved decision-making.

Safeway

Preeti Nathan

Customer Insight Manager