The IGA Five Star Assessment Program provides IGA Retailers with a powerful tool to monitor the performance of their store team with regard to consistently delivering on the IGA Brand Promise of a superior customer experience. The program was designed with retailer input, and the overall performance on each wave of assessments is reviewed by a retailer committee to set the bar for continual performance improvement across the Alliance.

Through an independent professional service, IGA “Customer Experience Observers” (CEOs) complete unannounced visits to each store four times each year. In addition, a revealed assessment is also completed during which the owner or manager accompanies an appraiser on a deeper look into the operation including retail standards, IGA branding, marketing event support, and demonstrated community involvement. The program is designed to be a motivational management tool, meaning the evaluation criteria for CEO visits are published in advance of each assessment to provide adequate time for preparation. Following the assessments, the CEOs’ reports are used by IGA Retailers and their management teams to continuously improve the customer experience and monitor IGA Brand standards.

Based on performance across the year, Three and Four Star retailers are recognized for their achievement. And for those retailers whose store teams consistently meet the highest standards tier, IGA confers the coveted Five Star Retailer Award. Only Five Star retailers can be nominated for consideration for the highest level of recognition as one of three IGA USA Retailers of the Year, from which the IGA USA International Retailer of the Year is selected.

Two Star retailers are on notice to improve, and to avoid losing their IGA license, One Star retailers must respond and demonstrate immediate progress.

IGA is proud to present our 2009 IGA Five Star Retailers

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