Your New and Improved Assessment Program is Here!
The newly redesigned Assessment program gets underway in 2019 with new measurement goals and a more modern and advanced process for providing you with the purposeful feedback you need to continually improve your shopping experience.
With a reduced focus on branding and an increased concentration on operations, merchandising and service, the new Assessment is about measuring what matters and providing tactical ways to improve--not about catching you doing something wrong.
Have questions about the new Assessment program and Five Star scoring?
Join us for an Assessment webinar on May 29th at 1 pm CST this webinar will be recorded and available to you. More webinars to come.
Click here to register.
With the new Assessment, you’ll get:
- Reporting that is actionable
- Increased objectivity and transparency
- Ideas for innovation and improvement
- Performance benchmarks
- A new partner: IGA has enlisted the help of Survey.com, one of the nation’s top data collection companies focused on the shopper experience.
- Improved criteria for measurement: Working with Survey.com, the NRAB, and a special Assessment committee made up of IGA retailers, we have landed on series of criteria that will help guide continual improvement of your IGA shopping experience—and help us create a more accurate gauge for Five Star recognition.
- A new Assessment process: Three times a year a trained local shopper will take an unrevealed assessment of your store. Local is the keyword. Because the assessor is a shopper of the area, the feedback you get is more targeted to your shoppers—and ultimately more useful in gauging how well you are meeting your shoppers’ needs. The assessor will take the time to walk the store to fully document—in pictures—both what you’re doing right, and what looks like it could use improvement. Those photos are then analyzed by Survey.com to ensure the data is both objective and accurate.
- More transparent reporting: Survey.com will share the photos taken in your store and all other data and information collected during your assessment on a simple, but robust dashboard. The dashboard allows you to sort your results by criteria or departments.
- A new look at Five Star. Once the results of the first round of assessments are complete and we have an accurate benchmark for store performance, IGA will work with the retailers of the Five Star Committee to create a new Five Star rating scale that ensures recognition accurately represents IGA stores. New for 2019: IGA will introduce Five Star Platinum—a new recognition level for the top three percent of IGA stores, designed to help IGA identify retailers who are truly setting the standard for great independent retailing.
How the New Assessment Works
- Each store will be visited three times per year. Store owners and directors will receive reports following each evaluation.
- The first evaluation in the Spring of 2019 (sometime between March and Mid-May) and will not count toward Five Star status; it’s a “dress rehearsal" that will give us the benchmark we need to determine the scoring for IGA Five Star status, and you the opportunity to get comfortable with the new program.
- You’ll have two more assessments over the course of 2019, one in the summer and the other in the fall, and both will count toward your 2020 Five Star score.
How is the assessor different than in the past?
Survey.com will be using locally trained assessors who are familiar with your community and may have even shopped in your store in the past.
How is the assessment criteria different than in the past?
Working with Survey.com, the NRAB, and a special Assessment committee made up of IGA retailers, we have landed on series of criteria that focus less on IGA branding and more on operations that will help guide continual improvement of your IGA shopping experience—and help us create a more accurate gauge for Five Star recognition.
Will I know in advance when my store is going to be assessed?
Your IGA assessments will be “unrevealed,” meaning you will not be given specific dates for when the assessor will visit your store. You will know the month that you will be assessed, and assessments will occur only on weekdays before 6 p.m.
You will have three rounds of assessments in 2019, one each in the spring, summer and fall. The first round of assessments, beginning March and concluding mid-May, will be a “dress rehearsal” and will not count toward your Five Star rating. The 2019 assessments that count toward your Five Star rating will occur in the summer and the fall
Can I get additional assessments throughout the year?
IGA retailers can hire Survey.com to schedule additional assessments of your store.
Will I see the assessment survey beforehand?
are the assessment questions with points associated with each.
How will I get my results?
What if my assessment happens on an unusual day that is not a representative of my store’s normal performance?
All data and information recorded during your assessment—including photos to support findings—will be shared with you in a simple but robust dashboard. The dashboard allows you to sort your results by criteria or departments.
Our goal is to get an accurate benchmark of your overall store performance. If your score is impacted because of an out-of-the-ordinary occurrence, you may contact IGA directly to discuss reassessment.
What happens if my score isn’t what I expected?
Your assessment will be totally transparent. You will see all documentation from the assessment, including the assessor’s notes, photos in support of the assessor’s rating. Should you have questions after fully reviewing your results, you may contact Jason King at firstname.lastname@example.org to discuss.
If I was Five Star in the past, can I expect to be Five Star again?
If your store got Five Star in the past, there is a good chance you should expect to continue to earn high marks. Or if you were a retailer who missed Five Star solely because you didn’t meet the branding requirements, it is likely your score will go up. That said, if your Five Star score was skewed more toward IGA branding than operations, merchandising, and service, you may find this new Assessment program to be more difficult than in the past.
Questions? Contact Jason King at email@example.com; 773-695-2611.