Employee-owned supermarket tops customer loyalty survey

23 June 2015

In the UK, Waitrose has been announced as the number one retailer when it comes to customer loyalty, according to new research by Marker Force Information. As part of its research, it looked at brand preference, engagement, experience and the use of social media among the 6,800 consumers surveyed.

Participants were also asked to rate their satisfaction with their recent grocery shopping experience and the likelihood to refer the grocer to others.

The survey examined six attributes for delivering consumer satisfaction. Employee owned Waitrose came on top of the list, with 67% of consumers saying they would recommend it to others. The supermarket was ranked first in five of the six categories: cashier courtesy, store cleanliness, ability to find items, availability of items and specialty department service. In terms of checkout speed, Waitrose came second.