The 2021 Assessment Program!
The Assessment Program is underway in 2021 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.
We will continue our streamlined study in 2021 to ensure we're addressing what's really important during COVID-19. For example, there will not be any graded questions about in-stock levels, when we are still experiencing uneven supply levels.
IGA's partner: IGA has enlisted the help of Survey.com, one of the nation’s top data collection companies focused on the shopper experience.
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.
The Assessment process: Two times a year a trained local shopper will take an unrevealed/revealed 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.
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.
How the New Assessment Works
- Each store will be visited two times per year. Store owners and directors will receive reports following each evaluation.
- The first evaluation in the Spring of 2021 (starting in April). Thereafter, you should have one more assessment in the Summer (starting in August).
- The assessor will walk into the store and conduct their service behaviors unrevealed. Once they have completed that task, they will present management/service desk a letter informing management that they will complete the remaining assessment with photos.
- Results will be communicated via email to those owners/managers who have access to the dashboard. If you need to access your store’s dashboard, contact Jason King at email@example.com; 773-695-2611.
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?
The next assessment will start on August 8th, 2021 and will occur only on weekdays before 7:00 p.m.
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?
to see the questionnaire that each assessor will use upon their visit.
How will I get my results?
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.
What if my assessment happens on an unusual day that is not a representative of my store’s normal performance?
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, and 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.
Questions? Contact Jason King at email@example.com; 773-695-2611.