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

FOR BRANDS

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.


In my last post, I posed five questions to retailers to help them determine whether they're ready for a customer-first mindset. Now, I'd like to challenge the retail basics that seasoned retailers were trained on, and suggest instead a new customer data science approach.

"Retail is detail" is common industry wisdom, and it means that achieving success is subtle and difficult. Success in any field demands practice and experience, and so it is little wonder that many senior retail and brand leaders and managers have vast years of involvement, and that most have grown up through the business in progressive steps.

Keep Reading... Show less