If you're looking for the best customer experience when it comes to grocery shopping, then look no further than Costco. According to a survey of 603 shoppers, Costco won with 23% of the vote as having the best customer service. Publix and Trader Joe's are two of the most popular grocery stores due to their value for money. However, when it comes to customer experience, Costco is the clear winner.
CB4's research found that shoppers are willing to extend their shopping trip to a competing store if the items on their list are out of stock or not available at their current location. Publix obtained a score of 47% in the purchasability metric, meaning more than half of its customers had to go to another store due to lack of product availability. The small format of stores has a downside in terms of inventory availability, as only 41% of shoppers said they have not left the store without making a purchase in the last six months. The Fresh Market said that stores have dim lighting and play classical music, and staff often know customers by name, providing a more personal touch. When customers were disappointed with Aldi's available inventory, 39% went to the competing store, 32% bought the most similar product, and 14% went to another store in the chain. As online competition continues to pressure traditional brick-and-mortar stores, they have been forced to invest heavily in the shopping experience to attract and retain customers.
The grocery store ranked first in the vital metric of purchasability, as 52% of its shoppers stated that they could always find what they needed in the store. Of those who left a store without buying what they came for, 37% said it was because the item was out of stock and 30% said it was because the store didn't have what they were looking for. To ensure customers have a great experience when shopping at their local grocery store, it is important for stores to invest heavily in their shopping experience and make sure they have enough inventory available. This will help them attract and retain customers while also increasing their purchasability score.
