Among a plethora of factors that impacts the supermarket customer experience, store employees hold the key to customer satisfaction and long-term customer loyalty, according to the Retail Feedback Group’s 2016 U.S. Supermarket Experience Study.
Now in its ninth year, the study revealed that supermarkets (on a five-point scale where five is highest) continue to generate high satisfaction among their shoppers, scoring an average of 4.39, as well as foster a strong referral rate with an average likelihood to recommend a score of 4.48.....