Casey’s Launches Customer Experience Management Program

C-store chain partners with Service Management Group
Photograph: Shutterstock

ANKENY, Iowa — Seeking to measure the in-store experience and its expanding customer loyalty initiatives, Casey's General Stores has partnered with Service Management Group (SMG) to launch a customer experience management (CEM) program across its growing enterprise.

With SMG’s CEM solution, Casey’s is capturing location-level feedback at the point of sale. The real-time feedback is delivered to SMG’s reporting dashboard and mobile app, giving users at multiple levels in the organization a holistic view of customer feedback, advanced text analytics capabilities and case management. With 24/7 access to store-level feedback, role-based reporting and real-time alerts, the field is equipped to respond to customer feedback.

“As we evaluated customer experience vendors, SMG’s hands-on approach and focus on business outcomes resonated with our team. We’re excited to have a partner that offers both a scalable technology platform and a dedicated team that’s knowledgeable about our program and invested in our success," said Chris Jones, chief marketing officer of Casey’s.

“Casey’s has built a loyal following throughout the Midwest, and we’re excited to help them establish a voice of the customer program that’s a catalyst for insights,” said Michele Vance, president of SMG. “Through our dual focus on technology and professional services, we look forward to helping the brand take action on insights and drive outcomes.”

Based in Ankeny, Iowa, Casey’s has more than 2,100 convenience stores in 16 states throughout the Midwest. It is No. 4 in CSP’s 2019 Top 202 ranking of c-store chains by store count.

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