KCI
What does KCI stand for?
Kroger Customer Insight Tool
Customer stated that they are missing an item from their pickup order.
Online order
Missing item
Pickup
What is the weekly ad used for?
To view weekly deals and discount.
Three examples of Kroger banners.
King scooper
Frys
Fred Meyers.
Customer wants to know how to remove items from their cart.
Digital
Cart
How to access/ Use.
True or False. Can a refund be completed in KCI?
True
Customer stated they are unable to log into their account.
Digital
Sign in.
Unable to access / use.
What is the name of the tools used for searching information?
EHH and KCI
What is the meaning of a banner?
A Banner is the name you see on the front of the store.
Customer stated that they were charged for delivery and they have boost on their account. ($7.99).
Online order
Membership Delivery Fee Not Waived.
Boost Next day
What can be used to look up a customers account in KCI?
Email address
Alternate ID
Loyalty card number
Order number
Customer is requesting information about our senior discount.
Company information.
policy
senior discount.
True or false. Customers can create an account by going to www.kroger.com then select create account and enter an information to create the account.
True.
How can a customer earn fuel points?
Store/ online order
Gift cards
Prescription
Receipt survey.
Customer stated they are unable to download digital coupons.
Promotion/offers/coupons
Digital coupon
Unable to download
What is under the Navigations TAB?
Account
Order
Rewards
Preferences
Customer stated that they wish to update their, mobile number on their account.
Loyalty
Update request
update request by customer.
How do you remove items from your cart?
By clicking the minus sign and removing the items one by one
True or false.
Customers earn 1 fuel point for every dollar spent.
True
Customer stated they did not receive 2x fuel points on their gift card purchase.
Loyatly
Fuel Points Accumulation
2x - Gift card purchase.
What can be found under the accounts TAB in KCI?
Personal information
Name mobile number address etc.
Customer stated that the associate was very rude and did not wish to assist with taking out their cart.
Store experience
Associate feedback
Employee
How do you find additional information on the banner site to assist the customer better?
Kroger has their own Co- Branded credit cards.
True.
Customer stated that the strawberries they purchased in store were of poor quality.
Store experience
Product Freshness
Produce