Whole Foods And Walmart Continues To Disappoint Shoppers

ACSI 2018-2019 Satisfaction Report is based on interviews with 62,486 customers in the United States.Customer satisfaction in six retail categories – supermarkets, department and discount stores, health and personal care stores, specialty retail stores, internet retail and gas stations falls for the second straight year according to the American Customer Satisfaction Index .

David VanAmburg, Managing Director at the ACSI said in a press release that “Historically, the ACSI has found that the more service typically required for a given industry, the lower the customer satisfaction, and it rings true for retailers this year. Things like courtesy and helpfulness of store staff, call center support, and even availability of merchandise on the shelves all have a service element and have seen drops from a year ago.

ACSI Retailer Satisfaction Ranking of Supermarkets is based on a scoring from 0 to 100. The supermarket category fell in 2018 1.3 percent to a score of 78.Specific to the supermarket category, Trader Joe’s is ranked as number one increasing its score by 1 percent to 86, making it the number one retailer among all six categories, unseating Amazon. Wegmans comes in at number two with a score of 85 and Aldi’s score remains unchanged from 2017 at 84 giving it the number 3 rank two years in a row.

In all categories that ACSI records in their Customer Experience Benchmarks, all but one - “convenience of store location and hours” dropped by at least one point over the 2017 ratings. For the 2018 report they have added two new benchmarks: quality of mobile app and reliability of mobile app for all things food, it is shocking to find that the quality and freshness of meat and produce benchmark dropped 2 points to 81.

The internet plops you right into what they want to sell. They try to remove shopping and get right to buying.

Thats too regional

robgalb How does this impact our industry?

As a woman with mobility problems, online shopping has made life easier. I no longer worry that my mobility will be in the way and that I have access to everything and anything

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Whole Foods And Walmart Continues To Disappoint ShoppersAmazon's customer satisfaction slides 4 percent, toppling it from the number one position since 2010 in ACSI's annual ranking making Trader Joe's the number one retailer among the 6 industry categories surveyed; even though Internet retail remains the preferred shopping method for consumers. Word on the street is that this slide was engineered entirely by irritated AOC Twitter followers. It's third party sellers bringing it down for amazon
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