ICA Maxi Gnista has discovered the recipe for building loyal customers and achieving a high Customer Satisfaction Index (CSI). Greeting customers, showing them where to find products, or offering meal inspiration—there are countless ways to enhance customer satisfaction. These activities have always been challenging to measure effectively, and reminding employees repeatedly can feel tiresome, making it easy for them to forget.
Pushappy: Our Key Component
With the help of the motivation platform Pushappy, we’ve found a fun and simple way to encourage employees to focus on the activities we prioritize. These activities can be tracked in real time across all platforms in an engaging and straightforward manner, pushing us to consistently deliver world-class service.
Sweden's Best ICA Maxi Store
For five consecutive months, ICA Maxi Gnista has maintained a proactive score exceeding 35% in the store's internal CSI, a benchmark no other Maxi store has achieved. Robin Stenberg, the store’s HR manager, noticed the impact immediately after implementing Pushappy, and the results continue to improve.
Driving Positive Behavioral Change
Pushappy is versatile and can be adapted to foster specific behaviors. Here are the most common focus areas in grocery retail:
- Proactivity
- Upselling at the deli counter or checkout
- Encouraging more customers to use self-checkout
- Signing up more members
- Creating a more enjoyable workplace culture
Do you need happier customers or want to change employee behavior? Book a demo here!
