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Assessment Program
The Assessment Program evaluates your store through a structured in-person visit designed to measure execution, standards, and overall shopping experience.
Program Overview
IGA's Partner
IGA has enlisted the help of Survey, one of the nation’s top data collection companies focused on the shopper experience.
Criteria for Measurement
Working with Survey, the National Retailer Advisory Board (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
A trained local shopper will take an 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 to ensure the data is both objective and accurate.
Transparent Reporting
Survey 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
- Store owners and directors will have access to the data at least 14 days following each evaluation.
- The assessor will walk into the store and present management/service desk a letter informing management that they will complete the assessment with photos.
- Results will be available 14 days after each evaluation to those owners/managers who have access to the dashboard. If you need to access your store’s dashboard, contact Jason King.
FAQs
How is the assessor chosen?
Survey 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 determined? Working with Survey, 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 Monday, April 6, 2026 and will occur only on weekdays between 8:00 a.m. and 7:00 p.m. local time.
Can I get additional assessments throughout the year?
IGA retailers can hire Survey to schedule additional assessments of your store.
Will I see the assessment survey beforehand?
Click here 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 to discuss.
Voice of the Consumer Program
The Voice of the Consumer Program captures direct feedback from your shoppers to show how they experience your store.
Customers complete a short survey about their shopping experience. Results reflect satisfaction, loyalty, and overall perception of your store.
What You Receive
You receive reporting that helps you understand shopper feedback and performance, including:
- Net Promoter Score (NPS)
- Star ratings
- Customer service scores
- Customer comments
- Competitive comparisons
How It Works
Customers access the survey through QR codes, in-store materials, website links, and promotional activity. They complete a short survey about their experience, and responses are compiled into reporting dashboards.
Participation Recommendations
To increase response rates, retailers may choose to:
- Offer a $100 gift card drawing per store location
- Promote the survey through in-store signage, digital channels, and receipts
- Encourage team awareness and participation support
Entries for any incentive drawing are randomized by IGA, and winners are provided to the retailer for follow-up.
FAQs
Is the program difficult to implement?
No. The program is turnkey. Materials and setup are provided, and retailers primarily focus on promotion.
How long does the process take?
Approximately 6 weeks from setup to results review.
What kind of results will I receive?
You will receive NPS, customer service scores, 5-star ratings, competitive comparisons, and customer comments.
Do I need to offer an incentive?
Yes. A small incentive (such as a gift card drawing) significantly increases participation.
What if feedback is negative?
Negative feedback identifies improvement opportunities and helps prioritize operational changes.
How will this help profitability?
Improving customer loyalty and satisfaction can positively impact margins and sales performance.
Who do I contact for support?
Contact the Independent Grocers Alliance (IGA) team or Retail Learning Institute representative for assistance.
Jason King
Training and Development Manager
Looking to learn more about the IGA Assessment Program?