St. Mary’s Kroger Customer Satisfaction Survey
Clerk
Good afternoon, I’m ______ calling on behalf of the St Mary’s Kroger. We are conducting a
survey to evaluate our customers’ satisfaction and you have been chosen to represent our
individual store. All the information provided will be used to improve our selection, product,
and overall customer experience. We value your experience above anything else.
I will not be asking for your personal information and instead will be using your responses as an
anonymous shopper. We have acquired your number from our Kroger Plus Card system and it
will only be used for the sole purpose of this survey. It will take less than 10 minutes and your
participation would be greatly appreciated. Would you like to participate in our survey today?
Customer
[insert the response]
Clerk
Wonderful! We greatly appreciate it. According to our records you have shopped at our store
within the past month, is that correct?
Customer
[insert response]
Clerk
How many times over the past month have you shopped at our store?
Customer
[insert response]
Clerk
May I ask how old you are and how many people you shop for when you do come to our store?
Customer
[insert response]
Clerk
Great, thank you. May I ask how long your commute is to our store and are we your primary
stop for your grocery needs?
Customer
[insert response]
Clerk
*If we are not the primary store follow up with this question*
What is your primary choice for your grocery shopping? (Examples: Walmart, Meijer, Target,
Trader Joes, Whole Foods, other)
Customer
[insert response]
Clerk
On average, how much does your household spend on groceries a week?
Customer
[insert response]
Clerk
Great, thanks! Do you use a delivery meal system? For example, Hello Fresh or Blue Apron
Customer
[insert response]
Clerk
Thank you. How often do you order food from a delivery website? For example, Door Dash or
Uber Eats.
Customer
[insert response]
Clerk
How often do you cook at home with store bought groceries?
Customer
[insert response]
Clerk
I appreciate that. Are there certain products you cannot purchase at our store that requires you
to go somewhere else to purchase? If so, what are those products and where do you find
them?
Customer
[insert response]
Clerk
Thanks! Have you seen any of our ads on television or heard any of our radio ads?
Customer
[insert response]
Clerk
Great. Have you used our app? If so, did you find it to be easy to navigate?
Customer
[insert response]
Clerk
Have you used the coupon feature with our app? If so, do you find it to be convenient?
Customer
[insert response]
Clerk
What about our app would you want us to improve, add, or change?
Customer
[insert response]
Clerk
Have you used our online grocery pickup service? If so, was it timely and accurate?
Customer
[insert response]
Clerk
Thank you! Have you ever utilized our free delivery service? If so, did you find the delivery to be
prompt and accurate?
Customer
[insert response]
Clerk
Amazing! COVID-19 has impacted our lives in a life-changing way. Do you find yourself feeling
safe when you enter our store? As in did the team members practice and enforce social
distancing? Was everything clean and sanitary?
Customer
[insert response]
Clerk
Thank you so much for answering! The last question is just some feedback in your own words.
Is there any comments, concerns, or suggestions you can provide to us to make your guest
experience better your next time shopping?
Customer
[insert response]
Clerk
Great! Thank you so much for your time. Your responses will be used to help take our guest
experience to the next level. We value your time and to show our appreciation we have put a
$25 credit on your Kroger Plus Card for your next visit. We value your continued loyalty to the
St. Mary’s Kroger. Have a great rest of your day!