The supermarket as we know it is changing. A wave of consolidations is sweeping the industry, and the largest chains are changing focus as they face increasing competition from more niche stores. Online-only competitors like Amazon Fresh and FreshDirect are also gaining market share.
The changes could be good news for consumers, many of whom have qualms about the current in-store shopping experience. A survey of more than 27,000 subscribers in the May issue of Consumer Reports finds that although most consumers are satisfied overall, more than half had at least one complaint about their current store. Almost a third of customers had two or more problems with their grocer.
The survey revealed that a few stores are doing a great job of satisfying their customers. The magazine graded 55 major chains based on the consumer survey and found that east-coast chain Wegmans ranked the best, with a score of 88 out of 100 possible points.
At the other end of the list, retail behemoth Wal-Mart scored the worst, receiving a paltry 67. Other poor-ranking scores included Shaw’s (69), Pathmark (70), and Acme (70).
Consumers are becoming far less loyal to their supermarkets and are increasingly willing to visit more than one store, picking up the basics at one supermarket, traveling to another for ethnic or gourmet foods, and filling out the rest of their needs with online shipments.
The supermarket ratings are based on consumer responses in four categories: service (including employee courtesy and checkout speed), perishables (food quality), price, and cleanliness.
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