PEACHTREE CORNERS, GA. JUNE 17 2020 — Every year Market Force Information® studies the top multi-unit brands across several industries to uncover the best of the best. With a unique approach to analytics, competitive study results determine what matters most to consumers and how top brands compare across several dimensions of the customer experience. For Market Force clients, this expertise is applied in combination with data science to provide guidance in helping brands improve their brand awareness and deliver continuous performance improvement.

The Grocery annual competitive study surveyed over 10,000 US consumers asking about their grocery shopping habits including brand preference, customer experience, brand engagement, and brand awareness. Respondents provided feedback on their technology usage, coupons gathered from printed circulars, available food options, and meal kits to reveal which customer experience attributes helped high performing brands stand out from the competition. That data was averaged to evaluate each brand on an aggregation of overall experience and likelihood of a consumer to recommend that brand to friends or family, creating the Composite Loyalty Index (CLI).

This year’s top honors go to Trader Joe’s who have supplanted Wegman’s to earn the 2020 top ranking. What’s important to consumers has changed, and so has the way that they are using grocery brands. It is paramount to be able to quickly adapt to operate in this new reality.

To develop the list of brand rankings, Market Force asked survey participants to rate their last experience at a grocery chain and their likelihood to recommend it to others. That data was averaged to rate each brand on an aggregation of the two measures creating the Composite Loyalty Index (CLI). Only brands that received 100 or more reviews were included in the rankings.

Survey Demographics
The survey was conducted online in March 2020 across the United States. The pool of 10,882 respondents represented a cross-section of the four Census regions and reflected a broad spectrum of income levels, with 54% reporting household incomes of more than $50,000 a year. Respondent ages ranged from 18 to over 65. Approximately 74% were female, 25% were male and 1% preferred not to answer.
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About Market Force Information
Market Force Information® is a customer experience consultancy that works with leading restaurant and retail organizations, from the C-suite to front line team members, to empower business outcomes that enable sustainable growth in customer satisfaction and financial performance. Operating globally to serve over 200 clients, Market Force is recognized by the AMA Gold Report as a top 50 market research organization and CIO Applications as a Top 10 Analytics Solutions Providers.
Date: Wednesday, June 17, 2020
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