Wireless carrier rankings 2017

13 June 2017 — Market Force, a customer experience management and research company, conducted a large-scale consumer study in May of 2017 polling over 8,200 consumers with the intent of uncovering trends in the wireless industry. The study focused on carrier performance, in store experience and service usage among other variables and was conducted through an online survey.

Date: Tuesday, June 13, 2017
RCR Wireless News: CSAT Survey

21 June 2017 — Market Force found that T-Mobile US ranked first for the second year in a row among full-service wireless carriers. Consumer Cellular was the favorite among non-contract providers — and Market Force found that customers ranked Straight Talk, Virgin Mobile and Cricket higher than all four of the national carriers. Market Force noted that T-Mobile US was the only carrier to make gains over last year’s results. The study was based on information from more than 8,200 wireless consumers.

Date: Wednesday, June 21, 2017
KOMO radio

15 June 2017 — So how's your wireless carrier treating you? Are you getting good service? How’s the coverage? Market Force Information asked more than 8,200 people how satisfied they are with their primary wireless carrier and if they would recommend that company to others or not.

Date: Thursday, June 15, 2017

12 June 2017 — America's fastest-growing wireless carrier remains its most popular one—at least when it comes to full-service brands—for the second year running. In addition, the No. 1 player in the space was the only one of the four major carriers that saw its customer satisfaction score improve year over year. Market Force surveyed more than 8,200 US consumers, asking respondents to rate their satisfaction with their wireless carrier, along with their likelihood of recommending the brand to others.

Date: Monday, June 12, 2017
USA Today

13 June 2017 — America's fastest-growing wireless carrier remains its most popular one — at least when it comes to full-service brands — for the second-year running. In addition, the number-one player in the space was the only one of the four major carriers that saw its customer satisfaction score improve year over year, according to Market Force's annual study of wireless providers. The customer experience management provider surveyed more than 8,200 consumers who named T-Mobile (NASDAQ: TMUS) as the country's favorite full-service provider and another fast-growing upstart, Consumer Cellular as the top non-contract provider.

Date: Tuesday, June 13, 2017
Markets Insider

9 May 2017 — A regional chain that most Americans have never visited was just named the best overall grocery-store chain in the US. Wegmans was the US's highest-rated grocery chain out of more than 20 that appeared in Market Force Information's annual survey of the industry, which was released Tuesday. This is the second year in a row in which Wegmans has earned the top spot — though this year, it was forced to share the crown with Publix, a Southeastern supermarket chain.

Date: Tuesday, May 9, 2017
NBC News

10 May 2017 — Trader Joe’s has been dethroned as America’s favorite grocery store. The 2016 favorite was knocked from the top spot by both Publix and Wegmans in a new study by consumer experience management company Market Force. Publix and Wegmans tied for first in the annual study, which looked at over 12,000 shoppers to determine which chain customers love the most. Both chains scored 77 percent on Market Force’s Customer Loyalty Index, narrowly beating out Trader Joe’s, which scored a 76 percent. Take a look below at the 20 grocery chains American shoppers claim to be their favorite.
 

Date: Wednesday, May 10, 2017
Grocery | Market Research | Market Force

Non-traditional grocery shopping methods on the rise

LOUISVILLE, Colo., May 9, 2017 — Publix and Wegmans are America’s favorite grocery retailers, tying for first place in a consumer study of more than 12,700 shoppers conducted by Market Force Information® (Market Force). Trader Joe’s is a very close second and H-E-B ranks third. This is the second consecutive year that Wegmans has held the top spot in the annual study, after unseating long-running favorite Trader Joe’s in 2016.

Publix, which ranked second for the past four years, earned a first-place tie with Wegmans, with each scoring 77% on Market Force’s Customer Loyalty Index. Trader Joe’s narrowly missed the lead spot with 76%, and H-E-B made the top three for the first time with 69% - a 10% increase from 2016. ALDI and Harris Teeter rounded out the top five with 68% and 66%, respectively.

Graph 1: Ranking of Favorite Grocery Store Chains
 

Publix Super Markets is the largest employee-owned grocery chain in the country and has been named to Fortune’s 100 Best Companies to Work For every year since the list’s inception. The chain’s engaged and friendly associates help deliver on its “Where shopping is a pleasure” motto.

Wegmans, founded in 1916, is known for its fresh produce, reasonable prices and massive stores. The New York-based chain is expanding steadily and, with a focus on employee training to ensure customers have a great experience, creating superfans eager for a new location to open near their home.  

Publix Stores are Cleanest, Trader Joe’s Cashiers are Most Courteous

What sets one grocer apart from the others in shoppers’ minds? For one, being able to find the items they want, a category where Publix was a clear leader. Publix was also found to have the cleanest stores and fastest checkout speeds. Wegmans ranked highest for its specialty department service, and a close second for item availability. Trader Joe’s was found to have the most courteous cashiers. ALDI once again led for value, followed by WinCo Foods and Costco. Harris Teeter, Hy-Vee, ALDI and H-E-B all fared well in the rankings, while Walmart landed at the bottom in all categories but one. 

Graph 2: Top Grocery Chains Ranked by Attributes

 

Produce Most Popular Organic Product

Consumer preference for local and organic choices at the grocery store are holding steady, with 58% of shoppers indicating that locally sourced meat, produce and dairy products are important. Half said they prefer organic when given a choice, and 93% had purchased organic produce in the past 30 days, making it the most popular organic item, followed by meat, dairy and packaged dry goods. Baby products and paper products were the least bought organic offerings. 

Graph 3: Types of Organic Products Purchased in Past 30 Days

Meal Kit Services See High Churn

Meal kit delivery services – where all the needed ingredients and a recipe are shipped direct to the home – are picking up in popularity. With more than 150 companies vying for a slice of the industry, Market Force wanted to understand the appeal of these services and which brands are leading the way and customer satisfaction levels.

Market Force found that 11% of consumers studied had tried a meal kit delivery service at least once, however, nearly half (47%) were less than satisfied with the experience. When asked why they opted for a meal delivery service, 51% indicated they were looking to add variety to their meal planning. Others top reasons were to have a fun experience, try new ingredients, save time and reduce decision-making. 

Graph 4: Reasons for Using Meal Delivery Service    

Blue Apron is the most popular meal kit service, with 39% indicating they’ve tried it, HelloFresh was second with 30% and Home Chef was third with 10%. However, 76% who tried a meal delivery service have stopped using it, primarily because of poor value, but also portion size and prep time. Home Chef has the highest satisfaction rating and the lowest customer churn.

Convenience is Driving Tech Trends

Increasingly, shoppers are filling up their shopping carts online rather than in the store. Market Force found services such as click-and-collect (buy online and pick up at store) and online ordering with home delivery are being embraced across all age groups, particularly millennials.  

The use of click-and-collect has more than doubled since 2016, with 9% saying they’ve tried it, compared to 4% in 2016. Of those, 78% were satisfied or very satisfied with the experience. Most click-and-collect shoppers use the service at Walmart, followed by Kroger, Sam’s Club and Harris Teeter. Twenty-six percent are frequent users, taking advantage of click-and-collect at least monthly. 

Graph 5: Click-and-Collect Frequency in 2017 vs. 2016

Home delivery services are also growing in popularity – 18% said they’ve used grocery home delivery, compared to 15% in 2016. Most are using the service through general online retailers such as Amazon and Jet. However, one-fifth were less than satisfied with the experience, leaving ample room for improvement.

Circular Use is Way Up

Despite the rise of grocery tech, people still love their printed circulars and are using them more than ever. In fact, 82% use them at least weekly, a significant jump from 2016 when just 48% reported weekly use. What’s more, nearly one-quarter shop at a specific grocer because of their circular promotions.

Graph 6: Printed Circular Use in 2017 vs. 2016

Methodology

For the rankings, Market Force asked participants to rate their satisfaction with their most recent grocery shopping experience and their likelihood to refer that grocer to others. The results were averaged to rank each brand based on a Composite Loyalty Index score.

Survey Demographics

The survey was conducted online in March 2017. The pool of 12,774 respondents represented a cross-section of the four U.S. census regions, and reflected a broad spectrum of income levels, with 51% reporting household incomes of more than $50,000 a year. Respondents’ ages ranged from 18 to over 65. Approximately 75% were women and 24% were men.

For more information on Market Force’s services for the grocery industry, visit https://www.marketforce.com/industries/grocery-drug.

About Market Force Information
Market Force Information® provides location-level measurement solutions that help businesses protect their brand reputation, delight customers and make more money. Solutions include customer experience surveys, mystery shopping and contact center data integrated on one technology and analytics platform. Founded in 2005, Market Force has a growing global presence, with offices in the United States, Canada, United Kingdom, France and Spain. It serves over 350 clients that operate multi-location businesses, including major retailers, restaurants, grocery and convenience stores, financial institutions and entertainment. More information can be found at www.marketforce.com.

 

Date: Tuesday, May 9, 2017

QSR/Fast Casual Research: Category winners

Market Force Information recently fielded its annual customer experience (CX) benchmark study for quick serve and fast casual restaurants. Over 3,000 UK restaurant guests responded, providing input about their overall satisfaction with their dining experience and insight into what drove those ratings. Five categories were rated, including:

  • Burger/steak/chicken grill
  • Coffee/café/snack
  • Pizza
  • Pub/bar
  • Sandwich

Within each category, we competitively benchmarked performance for top restaurant brands using our composite loyalty index—a blend of overall satisfaction with the experience and likelihood to recommend the restaurant to family or friends. Results appear below for each category.

Graph 1: Burger/steak/chicken/grill
Graph 2: Coffee/café/snack
Graph 3: Pizza
Graph 4: Pub/bar
Graph 5: Sandwich

If you would like to find out more about the research, please schedule a briefing and we will be glad to walk you through the research. 

Schedule a Briefing

As Chief Strategy Officer, Cheryl aligns Market Force's strategic direction with our clients' strategic objectives. She oversees the North American client base, Analytics and Insights, Winnipeg Operations and Marketing. She has a Ph.D. in social psychology and broad business experience in both private and public companies.​

Indoor Malls: Still Relevant to Retailers

With retail sales shifting to online, the ever-growing market share of Amazon, and trends in downsizing retail footprints, are indoor shopping malls still relevant to consumers? In a March 2017 research study by Market Force Information®, we asked over 3500 consumers about their shopping preferences—and whether they still frequented malls.

Consumers’ top three places to shop included online (48%), at discount retailers (53%) and at indoor shopping malls (52%)—and of those, one third said they shop at an indoor mall at least once a month.  

Reasons for shopping at an indoor mall? 63% said they can touch/feel the merchandise before they buy and another 45% said they can browse and get ideas.

When asked what might motivate consumers to visit malls more frequently, three categories got the highest responses:

  • Sales events for all mall customers: 63%
  • Specific events for loyalty customers: 35%
  • Trendy restaurant, bars and night clubs: 33%

Mall retailers need to have the highest ROI possible in their mall lease space. To do that, they need to be laser-focused on both the merchandising strategy and the service provided in the store. (After all, if great service isn’t provided, why not just shop online?) To measure ROI, we highly recommend using conversion rate as a core metric and using sales efficacy as a way to improve conversion rates. As an example, see the commentary on our Fashion Retail research on the tremendous positive impact effective sales associates have on conversion rates. 

Knowing how your stores perform on conversion should be part of your store-level assessments so that you can take action to drive same store sales.  Your program should include a measure of sales efficacy that includes suggestive sell (download Suggestive Sell white paper below) assessing:

  1. Customer needs assessment
  2. Association recommendations for additional products
  3. Associates closing /asking for the sale
  Download White Paper

It’s a pretty simple approach, and if executed consistently you see positive results.

Once you have intel on your conversion rates include action plans in your training program and reinforce: 

  • how to effectively assess customer needs by asking open-ended questions,
  • how to match products to customer wants and needs, and
  • have associates practice closing the sale.

Don’t get distracted by the customers who aren’t in your store.  Focus on the customers who are on your floor and find out what they need or want, make product recommendations, and ask for the sale.

If you’d like to brainstorm with us about how to improve conversion rates, schedule a briefing and we’ll bring our experts to the table.

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Alicia Picard is a Senior Strategy Director at Market Force. With a background in marketing and operations, Alicia provides best-practice consultation to retailers on their customer experience programs.

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To discuss your needs for improving performance for your multi-location brand, give us a call. We’d be happy to discuss best practices for measuring the customer experience and compliance to brand standards, using analytics to understand what matters most and the ROI for change, and technology solutions that integrate large quantities of data on one single platform. We look forward to a great discussion!

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