Case Study: Longo’s improves customer satisfaction and sales with TruRating

Identifying and fixing a drop in C-sat

Longo's, a large Canadian grocer, faced a challenge in understanding and improving the in-store customer experience. Traditional feedback methods like receipt surveys had low engagement, making it difficult to track customer satisfaction and pinpoint specific issues at individual stores or times of day, which could lead to declining visits and spend.

TruRating provided a solution by capturing customer feedback at scale and presenting it in an intuitive dashboard for store managers. This enabled one manager to identify a consistent dip in customer experience during early evening hours. By adjusting shift patterns and shelf replenishment, the manager used TruRating to measure the impact: a 22% lift in service scores and a 5% increase in sales within three weeks.

Longo’s