Kroger’s collaboration with Empathy.co has proven extremely productive and beneficial, with a clearly positive evolution of the retailer’s Key Performance Indicators from both a service and experience perspective.

Kroger saw a jump in Queries, Clicks, Success Counts and Add-to-Carts, while No Results dropped significantly.

All of this meant a corresponding significant increase in revenue from search. Considering 2020 was a time when online shopping was experiencing a massive boom, the 2023 data shows a huge improvement in performance, even compared with the pandemic.

*Data from June 2020 compared to June 2023