For almost a quarter century, Sinclair has provided effective customer research to the biggest names among national and regional grocers; helping them reach their goals for improving and maintaining their customer service and customer loyalty. We understand the unique and increasing challenges grocers face in meeting their customers' expectations while keeping store operations within budget. Moreover, we understand the lasting impact the customer experience has on same store sales (brand loyalty) and frequency of visits. Learn More >

Whether measuring brand loyalty or transactional customer service, it starts with thoughtful program design. Based on your companiy's goals and budget, our team of measurement specialists can design a program that is right for you. Grocers have a lot of square footage under management and delivering a consistently good customer experience can be challenging. Partnering with a highly experienced retail food customer measurement provider like Sinclair can improve your approach to measurement for increased value. Targeting the right opportunities and using the best metrics will help improve center store, perimeter departments, and the front end.

Over the years, Sinclair has developed a number of effective methods for accurately measuring retail food related issues. We pride ourselves in providing metrics and analytics that lead to action. Innovations like our our proprietary DiMetric® Scoring and heralded NetReports are designed to extend the value that grocers draw from measurement.

Whether it is a customer satisfaction program, mystery shopping, or a combination of programs you can be sure your Sinclair program is the most appropriate for your research needs and will deliver value within budget.

Sinclair Provides the Following Research Services:
  • On-Site Mystery Shopping
  • Competitor Mystery Shopping
  • Industry Benchmarking with Comparative Competitor Analysis
  • Telephone Mystery Shopping
  • Video Mystery Shopping
  • On-Site Compliance Audits and Inspections
  • Customer Satisfaction Surveys - Interactive Web & Interactive Voice Response (IVR)
  • On-Site Customer Interviews
  • Inbound and Outbound Customer Telephone Interviews
  • Employee Surveys
  • Ad Hoc Programs

  • Track front-line performance in real-time through your NetReports® web site
  • Assess operational performance in areas such as customer service, plan-o-gram and set compliance, sand checkout
  • Automatically deliver performance-based training or rewards at the store level
  • Capture key item pricing of your competitors
  • Encourage your managers to create a consistent living brand through their employees
  • Ensure proper merchandising execution including, product stocking and pricing
  • Ensure the effective launch of new products and marketing promotions across all of your locations
  • Ensure your associates are consistently up-selling and cross-selling products at the point of sale
  • Ensure FDA compliance
  • Establish priorities for improvement that best leverages what you know about your customer and will generate the highest returns
  • Gain a deeper understanding of your customers' attitudes and perceptions on product selection, product quality, wait time, and overall satisfaction
  • Gain more control in reducing shrink
  • Help managers go beyond a culture of minimum compliance to an atmosphere of excellence
  • Learn what engages your customers in the last ten feet of their experience
  • Track performance down to each individual store and employee
  • Uncover additional revenue opportunities and increase customer loyalty
  • Improve service through automated management tools in your NetReports® web site
  • Measure the effectiveness of your new company initiatives
  • Identify performance trends and opportunity for improvement
  • Automated action triggers in NetReports® make follow-up easier
  • Highlight your top performing locations, and establish performance benchmarks
  • Identify your customers' key drivers of satisfaction
  • Identify employee training needs
  • Validate execution plans that are working

Being in the service measurement business, we hold ourselves to the same high standards of service that we measure for our clients. If a mystery shop is deemed invalid, we will provide the client with another mystery shop as soon as possible at no additional charge. All expenses must be paid by the client such as reimbursable shopper fees. Contact one of our measurement consultants for more details.

If you'd like to hear more about the services we can provide your company, please call to speak with one of our Measurement Consultants: (800) 600-3871 or email us:

You're In Control With NetReports®

Whether you are an experienced analyst drilling deep into the data, or you are just getting started and need a quick summary report, in minutes with NetReports® you will become a master at generating reports and insightful analysis. Learn More >

Unlike other reporting sites, NetReports® does not limit hierarchical views and provides a full complement of reporting tools, widgets and customization options.

NetReports® has the depth and flexibility to provide each user exactly what they need, from executive overviews to unit-level reports with easy to use analytics and reporting tools.

NetReports® is available through your web browser 24/7 and updated in near real-time. In addition to accessing reports via web, they can be exported to PDF, JPEG, PNG, SVG, and CSV formats, and be e-mailed.

Triggers can be set to activate upon predetermined criteria, any number of actions including our proprietary employee-training tool, e-CoachTM

With NetReports® you get what other third party reporting services charge extra for. Moreover, if there is a custom report our NetReports® does not currently provide it is likely we can create it for you at no extra charge.

A Few Features of NetReports®:
  • Action Plan Tracking
  • Action Triggers
  • Advanced Analytics
  • Controlled Access Levels
  • Cross Tab Report
  • Custom Category Reports
  • Customer Callback Tracking
  • Customizable Dashboards
  • Customizable Skins and Menu System
  • GeoMaps
  • Individual Response Report
  • Individual Shop Reports
  • Multiple Graphical and Tabular Views
  • Multivariate Analysis
  • Performance Ranking Report
  • Pull Data from Multiple Sources Including OLAP Cubes
  • Reports Can Be Exported to PDF, JPEG, PNG, SVG, and CSV
  • Social Media Monitoring with Sentiment Tracking
  • Text Mining with Analytics
  • Top Box / Bottom Box Comparison Report
  • Trend Reports
  • Triggered Alerts
  • Video Mystery Shop Playback & Download
  • Voice of the Customer, Audio Surveys

Customized Employee Training

NetReports® e-Coach™ automatically delivers store-level training to locations performing below standards. NR e-Coach® delivers alerts through email and/or reports to managers and specific store employees that directs them to customized training modules. Training is online and can be augmented with photos and video. Verification, status reports and tracking is provided to management for follow-up.