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Campus Store - Strategic Plan

Your store, your community, your spirit, the heart and home of everything McMaster.

The McMaster Campus Store strives to inspire innovation and discovery through the delivery of accessible educational tools and materials in partnership with the Academic Community, positioning students for success. As an active campus partner since our founding in 1931, the Campus Store engages the community with everything McMaster, enhancing school spirit by creating a memorable and enjoyable McMaster experience. Sales from the Campus Store support all operational and capital costs and enable additional contributions to be made to the University's academic operating budget to help advance the University's mission.

Overview

  • With over 90 years of service excellence, the Campus Store, an ancillary operation of McMaster University, continues to adapt and evolve to exceed customer expectations. All McMaster retail operations are managed under the Campus Store umbrella, with bottom-line profits being reinvested back into the McMaster community. Campus Store Retail offers a variety of products, including course materials, general reading & reference books, technology gear, clothing, giftware, stationery and promotional products.
    • Main Store, Gilmour Hall
      The Main Store carries everything a Mac student, staff or faculty member needs. This Main Store location also offers locker rentals and distribution of Presto passes on behalf of the MSU.
      • 12,172 square feet of selling space
      • 6,404 square feet of storage and office space
    • Campus Store Website
      campusstore.mcmaster.ca is the Campus Store connection with the world. Customers can quickly access the information they require while browsing our selection of product offerings, including course materials, general books, clothing, giftware, stationery, and computer accessories. Fully PCI compliant, we are able to process online orders, shipping goods to customers all over the world. 
    • Remote Pop-up locations
      Athletic event? Book launch? McMaster feature event? Convocation? Chances are you've seen the Campus Store there. The Campus Store takes its show on the road, appearing at events throughout the year to promote school spirit and support event organizers.  
    • HSC Scientific Store
      The only Campus Store in North America to operate a Scientific Store, we ensure researchers have the materials they need available on campus to perform critical and often time-sensitive research. Sales from this break-even operation cover the cost of goods, staffing and space.  
  • A leader in the distribution of digital materials, the Campus Store works with the Academy to seamlessly deliver digital content as well as alternate format materials to suit various learning styles.
  • Leveraging Campus Solutions data and working in partnership with Faculty, the Campus Store coordinates, compiles and disseminates course material requirements to students for all course offerings.
  • Utilizing existing Campus Store systems, processes and staffing, the Campus Store partners with areas across the institution to re-envision their service delivery.
  • The Campus Store enhances the visibility of the University brand, developing a life-long connection to the University through the promotion and distribution of McMaster merchandise.

Customer Service Survey Results (KPI's)

The Campus Store surveys customers twice annually in October and February, following the fall and winter term start-up period, a time when a large number of students are utilizing our services. Information from these surveys is collected and analyzed to understand our customer’s satsifaction level with our products, services and experiences. This information is leveraged to improve store operations while also informing strategic objectives. Feedback is encouraged through social media, web channels, receipt footers, in-store signage, email and outreach to campus partners such as the MSU.

Questions

Feb 2017

Oct 2017

Feb 2018

Oct 2018

Feb 2019

Oct 2019

Feb 2020

Oct 2021

Feb 2022

Number of Respondents

905

839

638

465

1005

934

596

665

873

Visits the Campus Store (online or physical) once a month or more

69.5%

71.4%

66.7%

66.3%

66.7%

70.5%

60.2%

Has visited the Campus Store in person or online in the past 3 months

86.6%

90.5%

Has made a purchase online with the Campus Store in the past 6 months

16.6%

18.3%

16.7%

19.2%

23.4%

23.7%

27.7%

52.4%

50.1%

Waited in line for less than 4 minutes to make a purchase.

77.9%

66.4%

79.8%

64.2%

77.3%

71.0%

74.9%

71.3%

80.9%

Rated the general quality of Campus Store product and services as above average or excellent

72.6%

70.4%

70.1%

66.2%

73.3%

78.2%

73.9%

80.9%

83.6%

Rated Campus Store customer service as above average or excellent

72.5%

67.0%

70.8%

65.5%

75.5%

78.4%

74.7%

80.1%

82.8%

Rated their overall Campus Store experience as above average or excellent

72.5%

69.0%

70.1%

70.3%

75.1%

79.5%

76.5%

82.3%

84.9%

Engages with the Campus Store via Social Media

58.8%

53.2%

54.8%

75.0%

66.6%

81.8%

86.3%

47.6%

62.5%

Relies on the book listing on the Campus Store website to find out what materials are required for their course

76.9%

56.3%

Customer Service Survey Results (KPI's)

The Campus Store surveys customers twice annually in October and February, following the fall and winter term start-up period, a time when a large number of students are utilizing our services. Information from these surveys is collected and analyzed to understand our customer’s satsifaction level with our products, services and experiences. This information is leveraged to improve store operations while also informing strategic objectives. Feedback is encouraged through social media, web channels, receipt footers, in-store signage, email and outreach to campus partners such as the MSU.

pdf file

Strategies

In 2018, the CS completed a 5-Year Strategic Plan, engaging team members in the development of a roadmap that aligned with the University's vision and mission while also positioning the store for future success. Several objectives outlined in the plan have been achieved, but the arrival of Covid necessitated a quick pivot from in-store to online. Operations were re-worked to improve service and product offerings in a virtual environment, including increased digital course material offerings, expanded online payment options, automation to reduce order turnaround times and improved virtual communication to increase customer satisfaction.

The Campus Store will continue to operate under its existing strategic plan through 2023. The Campus Store will reassess business operations following a full reopening of campus and begin developing a 3-year plan. Current key objectives continue to align with McMaster's Strategic Plan, vision, and mission, focusing on assisting the learning process, operational excellence, inclusion, and community.


2022 Priorities

  • Rebalance operations as public health guidance shifts and the demand for in-store shopping increases.
  • Focus on breadth and depth of product & service offers for Faculty, staff & students across online and in-store platforms.
  • In partnership with procurement, continue to support H&S at McMaster through the purchase and distribution of PPE.
  • Ensure services and product offerings continue to reflect the diversity of the community, identifying and addressing barriers to inclusion.
  • Implement phase 1 of the One Card Project

2023 Priorities

  • Adapt to the "new normal" for in-store and online business operations, aligning resources accordingly, including pop-up retail as in-person events resume.
  • As students return to campus, engage them with everything McMaster, promoting the University brand.
  • Continue to partner with the Academy, delivering course materials in a variety of formats to suit learning styles and evolving teaching methods.
  • Leverage the One-Card platform to streamline operations and improve service. 

2024 Priorities

  • Review current Campus Store systems, develop recommendations for improvement establish short-term and long-term plans for the refresh and replacement of Campus Store systems, including website, POS and inventory management systems. 
  • Seek out synergies with other operations to realize savings and streamline operations.

External YearbookPlanet.com Link

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External Jostens.com Link

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External thecommencementgroup.com Link

This link will take you to a web site that may have different privacy, security and accessibility policies than the McMaster Campus Store Website. Please contact the seller directly for questions about your order.

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