Below are some of the key findings:
Checkout: Fully 65 percent of shoppers acknowledge cashiers have a positive impact on their trip experience — underscoring the importance of cashier-assisted lanes in high trip satisfaction.
In-Aisle Engagement: Pleasant interactions with store associates, including product recommendations, create an immediate payoff in terms of a larger basket size, as well as a longer-term loyalty building advantage given higher-than-average recommendation and satisfaction scores.
Active Problem Solving: Offering assistance in finding items, resolving out-of-stocks or addressing other problems during the trip helps avoid lost sales and dissatisfied shoppers. Supermarkets show room for improvement as only half of shoppers indicated an issue encountered was resolved during the trip.
Leveraging Technology: Social media serves as an important gateway to building and strengthening loyal connections leading up to, between, and following grocery trips. Shoppers connected with their primary stores through social media are more likely to recommend the store and provide high satisfaction ratings.