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US: Publix ranks high in consumer satisfaction

Publix has ranked amongst the top grocery store chains in the US, whilst Walmart tried customer patience more than other chains, according to the results of a recent Consumer Reports survey.

Wegmand and Trader Joes also ranked highly in the survey.

One-third of subscribers surveyed said they had stopped shopping at a nearby grocery store. Forty-three percent went in search of lower prices; about 25 percent cited poor selection, long lines, or bad food; 17 percent blamed employee rudeness; and 14 percent said it was too crowded.

The biggest complaints, at 27%, was that not enough checkouts were open at peak times. This was followed by untidy aisles and advertisement for products that were sold out.

Walmart specific complaints related to confusing layout, staff rudeness and out of stock regular items.

The report shed some light on interesting grocery store chain strategies.

For example, if a sign reads "5 for $5," that doesn’t necessarily mean you must purchase all five items to get the discount.

Beware of "bumpouts," displays and shelves that curve or jut out. They catch the eye and make merchandise prominent. Stores routinely reset endcaps and other high-profile displays with sale items the day before the lower price takes effect.

Vendors sometimes pay retailers hundreds or thousands of dollars in slotting fees to take on new products or display products prominently, with the costs being passed on to consumers.

Source: www.bizjournals.com

Publication date: 4/4/2012


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