A Letter from the Co-op General Manager
To Our Community,
An excellent customer experience is the foundation of any business regardless of the channel a customer chooses, be it an in-store visit, online or phone interaction, or a home delivery.
Cooperatives are purposely built for providing excellent customer service, thereby allowing differentiation from the competition. And our Co-op is no exception.
Customer Experience Program
I am pleased to announce that our colleagues at NCG have partnered with Service Management Group to offer cooperatives a new Customer Experience (CX) program. One of the foundational pieces of this program is a survey that generates extensive and practical data.
How does it work? At checkout, randomly selected shoppers receive an invitation to a web-based survey where they can provide immediate feedback about their visit. The survey data builds a real-time, easy-to-use dashboard that helps our teams identify trends and patterns of the shopping experience. The ability to capture post-transaction shopper feedback enables our Co-op to measure satisfaction, enhance our services, and improve customer loyalty. The next phase of the project is for store managers and our Member Services and Outreach teams to build these enhancements based on customer feedback.
If you are shopping the Co-op and receive a survey invitation, please take a few minutes and tell us what you think! We want to know what is on your mind. The feedback is very valuable and you will be helping us to build a stronger business that is more responsive to your wishes and needs.
In the meantime, my thanks to all of our members and shoppers for the continued support. Remember to be kind to one another and to yourselves, and we look forward to serving you in our stores and at the curbside.
Onward and upward,