How Kroger is using data and analytics to improve the customer experience

Kroger is a national chain of grocery stores, with about 2,800 stores nationwide. In this footprint, the company engages with millions of customers every day. And each of those customers is a great individual data point. As more customers gravitate to using self-checkout (SCO) machines, Kroger looked for new ways to gather metrics that will help them improve the customer experience. The grocer turned to IBM Technology Support Services to uncover insights from the more than 25,000 SCO machines. The solution IBM created was custom-built to Kroger’s needs and meticulously collected and organized maintenance, repair, and restore time data from all the vendors who service Kroger’s SCO stations. The resulting report gives the Kroger team a clear a view of all stores nationwide, with the ability to generate insights by division, geography and even by store.