Survey: These retailers get high marks for satisfying customers during COVID-19

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Survey: These retailers get high marks for satisfying customers during COVID-19

By Dan Berthiaume - 08/25/2020

Several prominent national U.S. retailers received top ranking from shoppers for their handling of the COVID-19 pandemic.

According to the fourth wave of the dunnhumby Consumer Pulse Survey, U.S. survey respondents gave the highest ratings for handling problems created by COVID-19 to Walmart, CVS, Walgreens, Target, and Kroger. Regional grocers Publix and H-E-B, as well as discounter Aldi, also performed well.

The survey also found online grocery shopping and delivery now represents nearly 35% of all U.S. trips, 19% of all Canadian trips, 39% of all Mexican trips, and 28% worldwide. Net satisfaction for online shopping has also increased since the first wave of the study, with 45% of respondents reporting satisfaction in the fourth wave, up from 27% in the first.

Other interesting findings include: 
•    The U.S. “Worry Index” is now at 29%, an increase of 6% since the third wave of the study and nearly back to its original high point of 30% in March 2020. The dunnhumby Worry Index is a measure of how concerned consumers are about COVID-19.
•    Two-thirds (67%) of Americans surveyed think the economy is poor – a drop of 7% from the third wave. 
•    Seventy-five percent of U.S. respondents think the government is doing a poor job dealing with the virus. 
•    Four in 10 (41%) U.S. respondents reported that their personal finances are poor, with 48% spending more money on food; while 42% have noticed rising food prices since the start of the pandemic.
•    Worldwide, 22% of respondents reported being satisfied by the in-store experience compared to 35% in the U.S, 32% in Canada, and 31% in Mexico.
 
For this study, dunnhumby surveyed more than 27,000 respondents online in 22 countries, including the U.S., Canada, and Mexico.

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