Case Study: Leading Grocery Company achieves a 6-percentage-point increase in produce freshness satisfaction with Service Management Group (SMG)

Leading Grocery Company - Customer Case Study

Leading Grocery Company faced significantly lower Freshness of Produce scores and needed to know what was driving dissatisfaction. Service Management Group (SMG) used text analytics on responses collected via dynamic question branching in the retailer’s customer experience survey to analyze about 2,000 negative produce comments and surface product-level issues—most notably frequent complaints about bananas.

Service Management Group (SMG) found bananas were mentioned in 8% of negative freshness comments, 51% of those banana comments cited discoloration/brown spots, and customers who mentioned bananas scored Overall Satisfaction 25% below the company average. SMG’s insights prompted a company-wide Banana Action Plan (storage, transport, handling, displays, training and cashier checks); over 12 months the percentage of customers highly satisfied with produce freshness rose by 6 percentage points, closing the gap with the leading competitor.