Case Studies

" Only SurveyAnalytics was just the right mix of sophistication and simplicity."

Preeti Nathan, Director of Customer Insights

Safeway.com - SurveyAnalytics Helps Online Grocery Store Ring Up Customer Satisfaction

Safeway.com is a full-service online grocery store with the same quality products and low prices as a neighborhood Safeway. Customers can do all their shopping with just a few clicks, and groceries are delivered right to the door. For more information, please visit www.safeway.com

"Some services were too basic, others were too complex or required too much integration. Only SurveyAnalytics was "just right". I'm able to do very sophisticated analysis, but the surveys are simple to create and the data is automatically tabulated."

Preeti Nathan, Customer Insight Manager, Safeway.com

Challenge

Historically, Safeway.com information collection was disjointed and more complex. Preeti Nathan, Safeway.com's Customer Insight Manager, conducted a comprehensive evaluation of the various online survey services, and ultimately selected SurveyAnalytics for its blend of high-end features (like Conjoint Analysis), its user-friendly interface and its value. Partnering with SurveyAnalytics has reduced the process to merely days and results in higher quality business intelligence for Safeway.com and a better experience for its customers.

Solution

In an effort to ensure the highest quality of satisfaction among users of its online home delivery service, Safeway.com created a new position that reports directly to an executive committee on a monthly basis. The objective in forming the group was to

Obtain scores on overall level of satisfaction for seven key customer "touch points"

Obtain customer opinion, via open ended questions

Analyze satisfaction trends in each of the seven areas

Receive real-time insights from responses to new initiatives, site changes, promotions, etc.

Result

"Now that the data collection and reporting is automated, I have more time to read every one of the customer responses to our open ended questions," Nathan said. "The actual words customers use to describe their experiences adds tremendous dimension to the quantitative data the surveys collect. As a result, we're able to get better insights."

Resources

  • Conjoint Analysis

    Conjoint Analysis
  • CRM Integration

    CRM Integration
  • Mobile Research

    Mobile Research

PRODUCTS & SERVICES

SurveySwipe mobile survey panel app for smartphones including iOS and Android devices.

SurveyPocket iPad and Android tablet data app for collecting offline and online data in the field.

Visualize Your Data - Interactive Charts and Dashboard for the Tablet - iPad, Android, Kindle...

Get unprecedented vision into consumers' daily lives by collecting moment-to-moment data from their mobile devices.

MediaBunker helps you securely test videos, audio, pictures and more using mobile devices.

Revolutionizing Employee Feedback.