Save Mart Supermarkets is a regional grocery retailer serving Northern California and Nevada. Since opening its first store in 1952 the supermarket has expanded to operate 221 grocery locations and additional distribution and warehouse centers, employing more than 16,500 people. The company’s enduring business philosophy is rooted in innovation and superior customer service. Over the past few years, the company has extended its innovative approach and focus internally to its employees and delivering superior customer experiences through employee engagement and recognition.
Strengthening Employee Alignment at Save Mart
Save Mart implemented the Achievers Employee Success Platform™ as the core of its internal campaign to align employees with business goals through reward and recognition programs. Reinforcing desired employee behavior became the key driver in creating an exceptional customer experience and driving customer loyalty, which have been proven to increase revenue.
Save Mart Supermarkets boasts a culture that is people first because it believes people are the key to success. Learn how Save Mart implemented the Achievers Employee Success Platform™ to better align its 18,000 employees with the company’s initiatives, objectives, and vision.
Increasing customer satisfaction
Save Mart and Achievers conducted a controlled initiative, based on a third party-conducted mystery shop program, with the goal of identifying factors that lead to increased customer satisfaction.
A mystery shop program is a tactic used by organizations to measure their quality of service and employee interactions, as well as to gather specific information about products or services. Neither the stores nor the employees being evaluated know the mystery shopper’s identity. The mystery shopper provides feedback that represents the experience customers have with that company on a daily basis.
Analysis of Save Mart’s Mystery Shop pilot program showed that rewards and recognition drove a significant increase in customer satisfaction. When Achievers was implemented, just 33 percent of the stores met the company-wide Mystery Shop goal of 90 percent customer satisfaction. After using the Achievers recognition platform for six quarters, Save Mart saw an impressive 70 percent of stores surpassing the 90 percent Mystery Shop customer satisfaction goal. This translates into 112 percent growth in customer satisfaction across all stores, a massive business success for the organization, and proving the relationship between recognition and customer satisfaction.
To learn more about Save Mart’s success story, access their case study.
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