News: Checkout Lines Are Grocery Shoppers’ Biggest Beef

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 »

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