Case Study: Heinen's Fine Foods achieves higher associate and customer satisfaction and increased sales with Service Management Group (SMG)

Heinen’s Fine Foods harnesses data to maximize associate and customer satisfaction

Heinen’s, a $400 million, 18‑store high‑end grocery chain, faced the common retail challenge of relying on opinions rather than data to understand customer and associate satisfaction, product availability and service drivers. To become more data‑driven, Heinen’s partnered with Service Management Group (SMG) to implement ongoing customer experience and employee engagement measurement and analytics.

SMG delivered regular surveys, analysis and actionable insights that led Heinen’s to launch initiatives such as the “Game of Work” scorecards, a Saturday produce delivery, deli “captain” promotions, daily in‑stock reports and seafood demos/recipes. Using SMG’s guidance, Heinen’s raised Sunday produce satisfaction from 59% to 72% in under five weeks, grew deli sales by $1,000/week in one store, increased seafood sales 20%, improved staff helpfulness across departments and achieved broader gains in overall satisfaction and loyalty—helping drive Heinen’s sales up 3% year‑to‑date.

Heinen's

Chris Foltz

Director of Operations