Article

Kroger X: Inside the Customer Experience at Kroger [Special Report]

Field Agent

February 19, 2020

For retailers, especially in the hyper-competitive grocery sector, everything rises and falls on the customer experience (CX).

Can shoppers quickly and easily navigate stores?
Do employees treat shoppers kindly and professionally?
Are shoppers happy with prices, private labels, produce, and other make-or-break factors?
And, especially today, are shoppers satisfied with their digital experiences—from mobile apps to grocery pickup?
All critical questions about CX, questions that ultimately determine winners and losers across the retail industry.
Inside the CX at Kroger
Over the coming weeks, Field Agent will provide in-depth looks at the CX across a few prominent retailers. We start at Kroger. With 2,758 stores and multiple banners to its name, Kroger is nothing short of a grocery powerhouse.
But how does Kroger stack up on CX?
From January 3-8, 2020, Field Agent audited and/or mystery shopped 61 Kroger stores across the country. We asked agents to inspect everything from in-store navigation to online ordering, employee courtesy to checkout times.
We also ran nearly identical studies at Target and Walmart, to help draw comparisons from one retailer to another.
The culminating report, “Kroger X: Inside the Customer Experience at Kroger,” is now available for free download. The report contains information and insights about several key dimensions of the Kroger CX:
- Store navigation
  Prices and perceptions
  On-shelf availability
  Store brands
  Customer service
  Checkout times
  Online shopping
  Pickup experiences
  Produce freshness
  Kroger X is the first installment in Field Agent’s “X Series.” Subscribe to Endcaps & Insights today to receive automatic notifications when future reports become available.
  In the meantime, click below to download Kroger X…and start exploring the CX at Kroger.
- Store navigation
  Prices and perceptions
  On-shelf availability
  Store brands
  Customer service
  Checkout times
  Online shopping
  Pickup experiences
  Produce freshness
  Kroger X is the first installment in Field Agent’s “X Series.” Subscribe to Endcaps & Insights today to receive automatic notifications when future reports become available.
  In the meantime, click below to download Kroger X…and start exploring the CX at Kroger.
Can shoppers quickly and easily navigate stores?
Do employees treat shoppers kindly and professionally?
Are shoppers happy with prices, private labels, produce, and other make-or-break factors?
And, especially today, are shoppers satisfied with their digital experiences—from mobile apps to grocery pickup?
All critical questions about CX, questions that ultimately determine winners and losers across the retail industry.
Inside the CX at Kroger
Over the coming weeks, Field Agent will provide in-depth looks at the CX across a few prominent retailers. We start at Kroger. With 2,758 stores and multiple banners to its name, Kroger is nothing short of a grocery powerhouse.
But how does Kroger stack up on CX?
From January 3-8, 2020, Field Agent audited and/or mystery shopped 61 Kroger stores across the country. We asked agents to inspect everything from in-store navigation to online ordering, employee courtesy to checkout times.
We also ran nearly identical studies at Target and Walmart, to help draw comparisons from one retailer to another.
The culminating report, “Kroger X: Inside the Customer Experience at Kroger,” is now available for free download. The report contains information and insights about several key dimensions of the Kroger CX:
- Store navigation
  Prices and perceptions
  On-shelf availability
  Store brands
  Customer service
  Checkout times
  Online shopping
  Pickup experiences
  Produce freshness
  Kroger X is the first installment in Field Agent’s “X Series.” Subscribe to Endcaps & Insights today to receive automatic notifications when future reports become available.
  In the meantime, click below to download Kroger X…and start exploring the CX at Kroger.
- Store navigation
  Prices and perceptions
  On-shelf availability
  Store brands
  Customer service
  Checkout times
  Online shopping
  Pickup experiences
  Produce freshness
  Kroger X is the first installment in Field Agent’s “X Series.” Subscribe to Endcaps & Insights today to receive automatic notifications when future reports become available.
  In the meantime, click below to download Kroger X…and start exploring the CX at Kroger.