Dunnhumby and Retail Week join for food retail study

UK – Customer data science company, dunnhumby, and Retail Week have partnered on a study to better understand what customers want from a food shopping experience.

Grocery shopping_crop

In Grocery CX: Driving loyalty in a disloyal market 2,000 UK consumers were asked about their in-store and online retail grocery experiences.

The research identified that customers feel ‘most loyal to’ Ocado and Tesco for their online shopping experience, while M&S and Waitrose generated the strongest feelings of loyalty in store.

The survey found distinctions between emotional and behavioural loyalty. Respondents rated ‘shopping with a retailer that offers a loyalty scheme’ as being more important than ‘feeling loyal’ towards a retailer.

Two-thirds of respondents with a Tesco Clubcard claimed they would be more likely to shop in store with Tesco.

Guillaume Bacuvier, CEO of dunnhumby, said: “The findings highlight the importance of getting the basics right: customers expect freshness, a good range of products and value for money as standard. A strong online offering is also critical, as customers increasingly shop both in store and online and expect a convenient, personalised experience across all touchpoints.”

We hope you enjoyed this article.
Research Live is published by MRS.

The Market Research Society (MRS) exists to promote and protect the research sector, showcasing how research delivers impact for businesses and government.

Members of MRS enjoy many benefits including tailoured policy guidance, discounts on training and conferences, and access to member-only content.

For example, there's an archive of winning case studies from over a decade of MRS Awards.

Find out more about the benefits of joining MRS here.

0 Comments

Display name

Email

Join the discussion

Newsletter
Stay connected with the latest insights and trends...
Sign Up
Latest From MRS

Our latest training courses

Our new 2025 training programme is now launched as part of the development offered within the MRS Global Insight Academy

See all training

Specialist conferences

Our one-day conferences cover topics including CX and UX, Semiotics, B2B, Finance, AI and Leaders' Forums.

See all conferences

MRS reports on AI

MRS has published a three-part series on how generative AI is impacting the research sector, including synthetic respondents and challenges to adoption.

See the reports

Progress faster...
with MRS 
membership

Mentoring

CPD/recognition

Webinars

Codeline

Discounts