Case Study

The Midcounties Co-operative: Where People Are as Important as the Profits

The Midcounties Co-operative—a 500+ site, 600,000+ member co-op with childcare, energy, flexible benefits, food retail, funeralcare, healthcare, post office, and travel services—is the largest independent co-op in the UK with annual turnover surpassing £1 billion. In its convenience stores and supermarkets, decisions were traditionally process-driven and based on operational factors rather than the needs and wants of the customer.

To provide the best possible shopping experience, become a customer-centric business, and learn how to consistently meet customer expectations, it needed to place customer insights at the heart of its decision making. Midcounties turned to InMoment to launch a comprehensive customer and member listening programme and harness insights to drive more significant gains for the business while staying true to its roots.

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