Case Study Retailer Marks Positive Change in Customer Satisfaction PHASE 1 Background A national grocery chain’s ‘Star Retailer’ program was designed to recognize high performing grocery retailers based on specific criteria. Each year Company X retailers undergo a series of rigorous assessments to ensure that customers are encountering exceptional shopping experiences each and every time they enter a Company X grocery store. In-store appraisals are combined with training and customer feedback evaluations to create a thorough assessment process, and in the end, only the very best retailers are awarded the coveted Star Retailer status. PHASE 2 Client Objectives In an effort to understand if a link between customer satisfaction and Star Retailer status existed, TrendSourc

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