Customer monitoring: Edeks is Germany's favourite supermarket

The customers have spoken: EDEKA is the supermarket with the highest customer satisfaction rate and has further distinguished itself from comparable competitors. The EDEKA centres are also on top in the category of self service department stores. That is the result of the now published studies "Customer monitor Germany 2017", published by ServiceBarometer. "The opinion of the customers is the deciding factor for us. That is why I am so pleased with this result," says Markus Mosa, chairman of EDEKA Hamburg. "Our independent dealers have once again succeeded in giving their customers service of the highest quality."

Approximately 6,400 consumers were interviewed for the survey in the section "food products". Therefore, the studies show a representative opinion. This is a much more serious approach than is taken in other studies which create a false image of customer opinions by using unrepresentative, random cases for their studies. The most important result of the customer monitoring is the following:

In the category of supermarkets and consumer markets, EDEKA ended in first place for the third time in a row. The best ratings were, amongst other things, for the individual values of "design/atmosphere" and "expertise of employees". The "selection and supply variety as a whole" showed the most significant improvements compared to the previous year. Highlighted by customers as particular strengths compared to those of competitors were also the "supermarket section of meat, sausage and cheese" and "quality of meat and sausage".

In the category of hypermarket/self service department stores, the EDEKA centres achieved the number one spot in several values (accessibility, design/atmosphere, reliability of employees, friendliness of employees, selection and variety of products of regional origin, selection of own brands). Remarkable is how highly customers value a supermarket's image. 84 percent agreed completely with the statement, "This supermarket manages to inspire me". On a global scale, EDEKA centres achieved the highest result of all.

For more than 20 years, the customer monitor of ServiceBarometer has assessed several industry branches on customer satisfaction. For the "Customer monitor Germany 2017", over 28,000 consumer opinions were collected on the quality, reliability and positioning of companies.

Source: Edeka Verbund