What motivates your patrons to select your grocery store over your competition? The trick is creating a distinct, superior, customer experience. BestMark can help you make that differentiation.

When aligned properly with other measurement and management tools, grocery mystery shopping results can reliably predict customer satisfaction and future growth. A customer experience measurement program managed by BestMark will help your company focus and improve on the specific behaviors that will create customer delight and positively impact sales and profitability.

BestMark Understands the Grocery Industry

We expertly service a range of grocery clients, from upscale and specialty stores to high volume warehouse grocers. We understand that each type of store has a unique target market and different opportunities and challenges when it comes to attracting customers.

Our programs for higher-end locations focus on creating exemplary grocery store service experiences and ensuring highly knowledgeable staff members are available when needed. We help larger stores prevent shoppers from feeling lost, while still offering a large, diverse selection and competitive prices.

Regardless of store size, target market, or program scope, all of our clients love the positive impact that our mystery shops have on employee engagement, service, and customer satisfaction.

BestMark mystery shops offer unparalleled value because we utilize a proprietary behaviors-based survey format that allows our clients to see exactly what went right and what went wrong at the moment of truth when guests come into contact with grocery employees.

Our surveys are tailored to address each client’s unique standards. They also transcend the typical Likert scale format. BestMark’s customized methodology provides a comprehensive report with extensive story-like narrative that details every aspect of the shopper’s visit, from interactions with aisle or department personnel to store cleanliness and organization to the checkout and bagging experience.

The BestMark Advantage - Grocery Mystery Shopping & Customer Experience Management

As one of the nation’s first mystery shopping companies, BestMark made significant contributions to legitimizing mystery shopping as a powerful research tool. And we pride ourselves on continually leading and changing the landscape of our industry.

We understand operations, technology, and research, and we know what it takes to manage a phenomenally successful program:

Examples of Supermarket / Grocery Related Questions We Can Answer:

A BestMark mystery shopping program enables our grocery store clients to:

No matter what your objectives, we will partner with you to develop a program that will provide actionable results using state-of-the-art technologies and proven shop methodologies.

Actionable Insight for Supermarkets and Grocery Stores

Collecting and aligning data only provides value if that information is actually used to improve performance at each store location, so it is critical that the data is useful at the operator level. With that in mind, BestMark created GuestLink™™, a proprietary web-based reporting system that allows clients to create, update and track data at all levels within the organization for performance feedback and coaching.

BestMark clients also are able to dynamically create ad hoc reports on the fly and update customized "Action Plans." When managers of customer-facing employees directly access performance results via GuestLink™™, coaching and recognition can occur at the front lines almost immediately.

GuestLink™ Customer Experience Intelligence Features