OPERATIONS / SUPPLY CHAIN

Waban, Mass. – Amazon.com took second place overall and was the highest-ranked retailer in the 2014 Temkin Customer Service Ratings, which rates 233 companies across 19 industries with 10,000 U.S. consumers. Other retailers in the top 12 include Chick-fil-A, Publix, H-E-B, Starbucks, Costco, QVC, and Trader Joe's.

Boulder, Colo. - Trader Joe’s is North America’s favorite grocery retailer based on satisfaction. A study of more than 6,200 consumers by Market Force Information, also found that Publix and Aldi were ranked second and third.

Washington, D.C. – Organized retail crime (ORC) is down slightly from 2013 but still a pervasive problem. According to the National Retail Federation’s 10th annual Organized Retail Crime Survey, which polled 76 senior retail loss prevention executives, eight-in-10 (88.2%) retailers report that they have been a victim of ORC in the past year, down slightly from 93.5% in 2013.

New York - Nearly a quarter of packages purchased online and tested during a six-month period did not meet the basics for adequate shipping. In a study spanning six months of data, conducted from October 2013 to March 2014, StellaService Analysts placed 2,855 orders with 125 leading online retailers to measure the quality of the shipping and returns experience.

Minneapolis – Tony Fisher, president, Target Canada, is departing the company. Mark Schindele, senior VP merchandising operations, will assume the role of president, Target Canada.
 

Bentonville, Ark. – Wal-Mart Stores Inc. plans to open 30 new China-based stores and remodel 55 of its 400 existing stores there during 2014, as well as open new China distribution centers. The China activity is part of Wal-Mart’s larger three-year plan for growth in the country.

Wal-Mart will spend $93 million on the store remodeling. The activity this year will be the first major initiative from new China CEO Sean Clarke.

Minneapolis - Peter Glusker has joined Target as senior VP, new business integration and operations, effective May 19. In this role, Glusker will lead the integration of new acquisitions into Target and develop strategies that ensure a consistent and great guest experience.

Minneapolis – The vast majority of Target customers intend to continue spending the same amount of money or more there in the next year as they did before the December 2013 data breach. According to a new Bloomberg National Poll of 1,020 Target customers, 85% of respondents will spend the same amount of money, 7% will spend more and 7% will spend less, with 1% having no opinion.