Download Report


Thank you! Your copy of the report opened in a new tab. If you have trouble viewing it,click here.

Your personal information is kept in accordance with our Privacy Notice.

Each of the retailers in the First Quartile on the Covid had their own special recipe for driving momentum during 2020. Target ranks second in Digital and 9th in speed, while also ranking decently in Operations (16th). Fry's Foods and Kroger rank first and second respectively in Discounts, Rewards & Information, while also securing a decent competitive position in Digital (17th, 10th) and Operations (7th, 18th). Fareway and Publix leaned on Speed and Operations as their strengths for success during Covid.

A retailer may be wondering why they didn't make the First Quartile on the Covid Momentum Metric, especially since they may be experiencing what is for them explosive year-over-year growth. Aside from keeping in mind that most retailers are experiencing explosive year-over-year growth, an examination of the customer value propositions of the average retailer in the different Momentum Quartiles offers some answers.


In the instance of the typical Second Quartile Covid Momentum Metric retailer, you may be performing better than most on Speed, Digital and Discounts, Rewards & Information, but the retailers in the First Quartile are just performing better. Additionally, you could be doing better at Operations – perhaps you suffered from more out-of-stocks or price volatility than the competition. If you're a Third Quartile retailer, you're really strong at Discounts, Rewards & Information, but your Speed to shop and/or your Digital offering are holding you back from additional market share momentum. If you're a Fourth Quartile retailer, you're performing too far below average on either Speed, Digital or Discounts, Rewards & Information – or some combination of the three – to hold or improve your market share during Covid.

Looking at performance on Prices, Quality and Convenience, there is no clear pattern by Covid Momentum Quartile. Those who are in the First Quartile for Momentum, on average, score worse on Price than those in the Second and Fourth Quartile. (Of course, there are always exceptions to the average.) They also score worse, as a group, on Quality than any other Momentum Quartile. All Quartiles score about the same on Convenience.

Why would Target move up in the rankings, while Walmart would slide? Why would BJ's increase, while fellow wholesaler Costco moved down? Why do the traditional, regional Kroger and Food Lion banners have one of the best Covid Momentum Metric scores in the market, while the traditional, regional Safeway banner doesn't? Answering these questions helps get at the heart of why certain retailers gained more momentum than others during Covid.

Download Report
True
NAM-RPT-RM-2021GrcyRPI-Page
NAM-RPT-RM-2021GrcyRPI-Page
Photo by Alex Motoc on Unsplash

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.

Keep Reading... Show less
Download report
True

FOR BRANDS

The Great Recession programmed lasting value-consciousness into the minds of consumers. How might COVID-19 rewire us again?

The fourth annual dunnhumby Retailer Preference Index for U.S. Grocery (RPI) sheds light on what makes a retail winner, and how the pandemic has impacted consumer shopping behaviors. Known as retail's equivalent of the Gartner Magic Quadrant, the RPI surveyed about 10,000 consumers to understand what's driving customer preference and rank the top 57 grocery retailers in the United States.

Join dunnhumby CEO Guillaume Bacuvier as he dives into the latest study, revealing the levers for success, and which retailers are winning the hearts, and wallets, of shoppers today.

Register now

In order to reflect on how the grocery world changed in 2020, we have changed how we calculate our overall Grocery RPI score. Given the historically unique metrics we've witnessed in the economy, the restaurant industry and the grocery industry, along with the rare influence a global pandemic has brought to consumer behavior, we're viewing grocery success in 2020 through a different lens than we viewed grocery success in prior years.

View Full Report

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.

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.

dunnhumby’s Prophets of Aisle Six, Episode 2: Heinen's Fine Foods

The Prophets of Aisle Six is the first online reality series focusing on innovation in the food retail industry. In this episode, Jose Gomes, dunnhumby's North America Managing Director, travels to the downtown Cleveland store of Heinen's Fine Foods. Jose meets with Tom and Jeff Heinen, co-owners and brothers, and learns how they are evolving their grandfather's mission of delivering excellent customer service. With 23 stores in Northeast Ohio and the greater Chicago area, and a 90-year legacy, Heinen's is proving that being a small retailer can be an advantage when it comes to data.

In this series, dunnhumby tours the globe and speaks with some of the world's greatest brands, exploring their biggest challenges and how they are using customer data science to meet those challenges.