August 11, 2011 | The Harvard Business Review
Article Excerpt:
55.9% of consumers say grocery-store checkout lines never—or rarely—meet their expectations for quality, and 44.1%, 42.2%, and 42.1%, respectively, say the same about customer service, selection of fresh meat, and selection of fruit and vegetables, according to a survey of more than 16,000 U.S. and Canadian consumers by customer-experience firm Empathica. read more »