Toronto, ON – Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to some of the world’s most respected brands, announced the results of its 2011 Consumer Insights Panel survey of more than 16,000 consumers in the U.S. and Canada. The survey revealed that while an overwhelming 97% of consumers reported that they value good customer service at a grocery store, 44% said that today’s grocery stores aren’t delivering on that expectation.
“It’s important for grocery stores and supermarkets to focus on developing excellent customer experiences today,” said Brian Jones, vice president of Grocery and Consumer Packaged Goods at Empathica. “Supermarket chains, in particular, often maintain similar prices and offerings. Experiences are what differentiate one retailer from the next. Understanding the key elements of the experience that drive loyalty can give a supermarket the edge, enabling them to build out better offerings.”
The Empathica Consumer Insights Panel specifically looked at what consumers value in their grocery experience and how those expectations are being met by grocery stores across Canada and the U.S. Consumers indicated the in-store grocery store qualities that continue to disappoint and “never” or “only sometimes” meet their expectations include the following:
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