News: New survey sheds light on top supermarket customer service

September 15, 2011 | Drug Store News

Article Excerpt:

Empathica, a customer experience management solution-provider, polled more than 16,000 consumers, and found that operations and merchandise were the two most important elements in grocery shopping versus other elements, such as promotions, people and technology. While Wegmans had the highest scores across all service elements, Trader Joe’s, Publix Super Markets, Harris Teeter and Whole Foods Market also ranked high across 4-out-of-the-5 service areas, yet fell short with promotions. The promotions category took into account loyalty programs, availability of coupons, as well as pricing, availability and frequency of promotions. read more »


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