supermarket customer feedback survey

The Supermarket Customer Feedback Survey

We asked 1,500 U.S. grocery shoppers about their experiences shopping in their local stores over the previous six months.

The goal was to better understand the customer experience issues facing major supermarket chains, and attempt to in some way quantify underlying problems that may affect top-line revenue in a dramatic way. We also attempted to rank the most-visited stores in our survey according to a simple and logical customer experience rubric.

The results speak for themselves. Among the most surprising discoveries was the willingness of shoppers who cannot find an item they are looking for to extend their shopping trip to a competitor’s store—a nightmare scenario of customer attrition as grocery margins continue to decline.

Download the report to learn more.

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