Case Study: Leading Grocery Brand Retailer achieves consistent customer satisfaction and cross-store collaboration with Service Management Group (SMG)

How a multi-location grocery brand drove consistent customer satisfaction + cross-store collaboration

Leading Grocery Brand Retailer, a multi-location grocery chain focused on friendliness, was seeing declining overall customer satisfaction (OSAT) and wide variation in friendliness scores across stores. Working with Service Management Group (SMG) and leveraging SMG’s CX insights, coaching, and experience-management services, the retailer aimed to drive consistent customer satisfaction and get underperforming locations to engage and collaborate with top-performing stores.

SMG helped the retailer launch a team-based contest that mixed top, middle, and bottom performers, supported by SMG coaching, service refresher training, and weekly resources. The program lifted aggregate OSAT by 8 percentage points, improved friendliness at 81% of stores, raised bottom-performing stores by 7 points, reduced the friendliness score range from 21 to 13 points, and resulted in all stores scoring above 70% friendliness—while significantly increasing CX-data engagement and cross-store knowledge sharing.