This site uses cookies. By continuing to browse the site you are agreeing to our use of cookies. Find out more here

NEWS24 May 2019

Dunnhumby and Retail Week join for food retail study

FMCG News Retail UK

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.

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.”

@RESEARCH LIVE

0 Comments