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Good atmosphere in supermarkets good for customer retention
How attractive and popular a grocery store is, is not only determined by prices and products, but also by the atmosphere in the store, German website wuv.de reports. Customers value this highly, and they're also paying more and more attention to how clearly the groceries are organized and to the range of available products, an analysis by research bureau Service Value shows.
Meeting these customer demands is still better achieved by the hypermarkets and large traditional supermarkets than it is by discounters. Globus scored highest in this regard. Aldi Süd also manages to do well with customer orientation, the Service Value analysis shows. For five years, the firm has been researching customer orientation of German grocery stores. For the 'Service-Atlas Lebensmittel-Einzelhandel 2014', twelve hypermarkets and large regular supermarkets, seven discounters and three organic supermarkets were examined. To this end, nearly 3,000 customer assessments were collected. Four supermarkets were given the best score by customers for their customer orientation, but test winner in all five individual categories was Globus, just like last year. With the discounters, Aldi Süd took top spot, like last year. Apart from Aldi Süd, Lidl was the only discounter to get an overall score of 'very good'.
