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Last March, when we realized the potential impact that COVID-19 might have on all aspects of our lives, dunnhumby launched a survey to understand how the virus would affect consumers food shopping habits. It was designed to help our clients better meet the needs of their Customers by seeing the impact of the virus through their customers eyes.
Little did we know at the time that one year later we would still be dealing with the impact Covid-19. This study presents the results of the sixth global wave of the study and the seventh wave for the United States. Other waves were conducted in March, April, May, July, September and November of 2020. This wave was conducted in February 2021.
This report focuses on just how things have changed over that year and what remains the same.
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In dunnhumby's second annual Retailer Preference Index (RPI) study, a comprehensive nationwide study, we re-examine the evolving US grocery landscape to help retailers navigate an increasingly fragmented market where shoppers are, on average, shopping at four grocery stores per month and regularly buying groceries from at least three other channels. The study focuses on the following questions:
- What drives preference?
- Who is winning and losing?
- Why are they winning or losing?
- What can grocery retailers do to improve preference and performance?
Existing retailer rankings by Consumer Reports or Market Force only use survey data to capture how shoppers feel about the various banners without linking the emotion to financial performance. Others, like Supermarket News, rank banners based on financial metrics but fail to capture how people feel.
Our study is different because it quantifies the preference driver importance based on a combination of a banner's emotional connection and financial performance. The emotional connection was captured through a 15-minute online survey across 7,000 US households about how customers think and feel about 56 US grocery retailers.
The list of banners evaluated, in alphabetical order, include:
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Acme
Albertsons Aldi Amazon Big Y Foods Bi-Lo BJs Wholesale Brookshires Costco Food City Food Lion Food4Less/Foods Co. Fred Meyer Frys Food Stores Giant Eagle Giant Foods Hannaford Harris Teeter H-E-B Hy-Vee |
Ingles Markets
Jewel-Osco King Soopers Kroger Lidl Lowes Foods Market Basket Meijer Peapod Price Chopper Publix Raley's Ralphs Safeway Sam's Club Save Mart Schnucks Shaws/Star Market ShopRite Smart & Final |
Smiths
Sprouts Farmers Market Stater Bros Stop & Shop Supervalu Target The Fresh Market Tops Trader Joes Vons Walmart Walmart Neighborhood Wegmans Weis Markets WinCo Winn-Dixie |
|---|
To learn more, download a free copy of the report. If your banner is in our report and you'd like your custom brief, contact us.
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In our third annual Retailer Preference Index (RPI) for the U.S. grocery channel, we look at the $700 billion grocery industry which finds itself potentially less than a year away from an economic downturn, according to many economists. Which grocers are best prepared to weather the storm, and what can other retailers do to compete? The RPI seeks to answer these and other questions, including:
- What drives customer preference for grocery retailers?
- Which retailers are winning and losing? And why?
- What can grocery retailers do to improve performance and win more trips?
Existing ranking methods focus primarily on retail growth based on store counts and revenue size, without linking growth to emotional or financial performance. We have a different perspective, one that focuses on the consumer and their emotional connection to the various retailers within the grocery channel. Our study surveyed 7,500 US consumers to uncover how they think and feel about grocery stores, and how they shop them. All with a goal to understand how Customers perceive stores through seven different drivers, and how these perceptions affect both the emotional connection and financial performance.
Our goal: to help retailers better understand their customers to deliver a value proposition that aligns with their needs, to earn more trips and drive sustainable growth.
To learn more, download a free copy of the report. If your company is in our report and you'd like your custom retailer profile, contact us.
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https://roar-assets-auto.rbl.ms/documents/7807/2020_dunnhumby_Retailer_Preference_Index_Grocery_Edition%20(1).pdf
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Data warehouse
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As disruption in the retail industry accelerates, more companies are turning to technology to keep up with new market entrants and changing consumer trends. But taking the focus off of Customer needs as the core driver of CRM strategy, retailers are missing opportunities for meaningful Customer interactions and profitable growth.
In this report, we'll take a closer look at the five big myths behind the trend of putting technology at the center of CRM strategies, revealing why a Customer First approach will help improve engagement with your Customers, which may just be the answer for ineffective tech solutions.
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https://roar-assets-auto.rbl.ms/documents/7787/dunnhumby_There_is_no_T_in_CRM.pdf
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Photo by Jonas Leupe on Unsplash
Facing rising costs and shrinking margins, finding new revenue streams should be an urgent priority for grocery retailers the world over. Blessed with volumes of valuable customer data and a rich menu of owned media, this unbeatable combination provides enormous scope for creating sustainable growth. Yet so many grocery retailers are struggling to make this a reality.
To better understand why so many retailers aren't taking advantage of new revenue streams while improving the shopping experience for their customers, we commissioned a global study with Forrester Consulting. Download your complimentary copy of Forrester's research to learn about the barriers holding retailers back from revenue generation and the recommendations to overcome the challenges.
Key findings
- 85% of grocery retailers have identified creation of new revenue streams as a priority for 2020
- Despite high levels of confidence in their data strategies, only 15% of retailers have the right capabilities, people, technology, and processes to improve customer experience and monetize their data.
- Most are also missing out on lucrative revenue through monetizing their media. Challenges with data, technology, expertise, and culture are the greatest barriers to progress.
- Retailers who are able to successfully utilise data insights, are reaping benefits with 61% seeing an improvement in the customer experience and 56% seeing growth in existing revenues and revenue streams.
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https://roar-assets-auto.rbl.ms/documents/7819/Forrester__The_Future_of_Retail_Revenues_Must_be_Data_Led.pdf
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In dunnhumby's inaugural Retailer Preference Index (RPI) study, a comprehensive nationwide study, we explore the evolving US grocery landscape to help retailers navigate an increasingly fragmented market, where shoppers are, on average, shopping at four grocery stores per month and regularly buying groceries from at least three other channels. The study focuses on the following questions:
- What drives preference?
- Who is winning and losing?
- Why are they winning or losing?
- What can grocery retailers do to improve preference and performance?
Existing retailer rankings by Consumer Reports or Market Force only use survey data to capture how shoppers feel about the various banners without linking the emotion to financial performance. Others, like Supermarket News, rank banners based on financial metrics but fail to capture how people feel.
Our study is different because it quantifies the preference driver importance based on a combination of a banner's emotional connection and financial performance. The emotional connection was captured through a 15-minute online survey across 11,000 US households about how customers think and feel about 50+ US grocery retailers.
To learn more, download a free copy of the report. If your banner is in our report and you'd like your custom brief, contact us.
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https://roar-assets-auto.rbl.ms/documents/7817/dunnhumby%20Retailer%20Preference%20Index%202018-%20Grocery%20Edition.pdf
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Customer First Radio Episode 5 | Ted Eichten, Head of Price & Promotions, North America for dunnhumby
April 21 2021
FOR RETAILERS
Smarter operations and sustainable growth, powered by Customer Data Science.
FOR BRANDS
Better understand and activate your Shoppers to grow sales.
Customer First Radio Episode 4 | Daryl Wehmeyer, Head of Category Management, North America for dunnhumby
February 17 2021
Photo by Jonathan Velasquez on Unsplash
In the first episode of Customer First Radio, Dave Clements, Global Head of Retail for dunnhumby and David Ciancio, Global Head of Grocery for dunnhumby kick off the series by discussing what it means to be a truly Customer First business, share which retailers and brands today embody a Customer First mindset, and examine how Customer First materialized during the pandemic with retailers.
Customer First Radio Episode 2 | Erich Kahner, Associate Director of Customer Strategy at dunnhumby
January 11 2021
black and silver headphones on black and silver microphone
Photo by Will Francis on Unsplash
The 2021 Retailer Preference Index: Who's winning and why. David Ciancio, Global Head of Grocery discusses the 2021 U.S Retailer Preference Index (RPI): Grocery Edition with the lead author of the RPI, Erich Kahner. They unveil key insights and discuss who is winning and who is best positioned for the future.