Case Study: Longo’s improves customer loyalty insights with TruRating

Analyzing Customer Loyalty by Segment

Longo's, a Canadian grocer, faced a challenge common in the industry: a lack of actionable feedback on the in-store experience. While they had purchasing data from loyalty cards, traditional surveys had low engagement, making it difficult to understand the "why" behind customer behavior and perceptions, particularly around value and loyalty.

Using the TruRating service to capture customer feedback at the point of payment, Longo's was able to analyze responses by customer loyalty segment. This analysis revealed that perceived value was the key differentiator between segments. The insight from TruRating showed that improving value perception among the least loyal customers was the biggest opportunity to increase their commitment, without the need to sacrifice on Longo's core promise of quality.

Longo’s