Supermarket Perimeter - April 2021 - 7

61% say brand names
still do not matter
when making their
purchasing decisions.
*	 Consumers continue
to take precautions
in-store. As consumers
continue to head
in-store to get their
essentials, nearly
90% said they are
taking certain safety
precautions (86%
in March 2021 vs.
85% in March 2020).
Most consumers are
disinfecting their
hands and shopping
carts (86%), using
debit/credit cards to
avoid handling cash
(70%), using selfcheckout (66%), and
shopping at slower
times (65%).
*	 Online shopping
picks up steam.
As Americans
become increasingly
accustomed to
spending more time
at home and retailers
continue to expand
their ecommerce
capabilities, one in
two (51%) consumers
said they are shopping
online more frequently
as compared to
the start of the
pandemic, with 84%
planning to continue
shopping online in
the future. However,
most consumers say
high shipping costs
(67%) and extended

delivery dates (51%)
caused by this uptick
in popularity have
led them to abandon
online shopping carts
in the past year.

Supermarkets take
hit in customer
satisfaction
during COVID
While much of the
retail sector anticipates
a turnaround in 2021,
customer satisfaction is
not heading in the right
direction. Overall, the
retail sector declined
2.3% to a score of 75.5
(out of 100), according to
the American Customer
Satisfaction Index Retail
and Consumer Shipping
Report 2020-2021.
" 2020 sent waves of
disruption across the
retail sector, " said David
VanAmburg, managing
director at the ACSI.
" From mandatory
closures that halted
in-person shopping to
stock shortages caused
by panic buying, retailers
experienced anything
but business as usual.
Deliveries from online
retailers were delayed,
and customers were
frustrated when highdemand items sold out.
And it shows, as 86% of
the retailers measured
suffer downturns in
customer satisfaction
year over year. "
The report covers

One in two (51%) consumers
said they are shopping online
more frequently as compared
to the start of the pandemic.

six retail industries -
department and discount
stores, specialty retail
stores, health and
personal care stores,
supermarkets, internet
retail, and gas stations
- as well as consumer
shipping and the US
Postal Service.
After four years of
near-stable customer
satisfaction, the
supermarket industry
declined 2.6% to 76, with
17 of 20 major grocers
posting lower scores year
over year.
Trader Joe's tops
the supermarket
industry - and the entire
retail sector - with a
stable score of 84. Four
companies tie for second
place with scores of
82: Costco (down 1%),
H-E-B (down 2%), Publix
(down 1%), and Wegmans
(down 2%).
The remaining top-tier
performer from 2019,
Aldi, slipped 4% to tie
with Sam's Club at 80.
At the low end of the
industry, a group of big
decliners are further
behind the industry
average than they were
in 2019. Southeastern
Grocers slid down 4%
to 73, while Giant Eagle
plummeted 5% to 72.
Albertsons Companies
also showed a steep
ACSI drop, losing 5% to
71, tying for last place
with Walmart, which
declined 3%.

Albertsons
tests grocery
delivery robots
Some Albertsons
Companies shoppers
supermarketperimeter.com

can expect to see a
remote-control delivery
cart at their doorsteps in
the coming weeks. The
retailer has partnered
with Tortoise, an
automated logistics
company focused on
last-mile solutions, to
pilot remote-controlled
zero-emission deliveries
with Safeway.
The Safeway cart
is equipped with a
camera and a speaker
and is guided through
the neighborhood by a
remote operator. The
cart can hold up to 120
pounds of groceries in
four lockable containers
for a contactless delivery
experience.
When the cart arrives
at a home, the customer
receives a text to come

outside and pick up their
groceries. The carts are
specifically designed to
deliver groceries and
parcels in a safe manner
- at an average speed of
3 mph and powered 100%
by an electric battery.
" Our team is obsessed
with trying new and
disruptive technologies
that can bring more
convenience for our
customers, " said Chris
Rupp, executive vice
president and chief
customer and digital
officer. " We are willing
to quickly test, learn,
and implement winning
innovations that
ensure we are offering
the easiest and most
convenient shopping
experience in the entire
industry. "
APRIL 2021 - 7


http://www.supermarketperimeter.com

Supermarket Perimeter - April 2021

Table of Contents for the Digital Edition of Supermarket Perimeter - April 2021

Supermarket Perimeter - April 2021 - 1
Supermarket Perimeter - April 2021 - 1
Supermarket Perimeter - April 2021 - 2
Supermarket Perimeter - April 2021 - 3
Supermarket Perimeter - April 2021 - 4
Supermarket Perimeter - April 2021 - 5
Supermarket Perimeter - April 2021 - 6
Supermarket Perimeter - April 2021 - 7
Supermarket Perimeter - April 2021 - 8
Supermarket Perimeter - April 2021 - 9
Supermarket Perimeter - April 2021 - 10
Supermarket Perimeter - April 2021 - 11
Supermarket Perimeter - April 2021 - 12
Supermarket Perimeter - April 2021 - 13
Supermarket Perimeter - April 2021 - 14
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Supermarket Perimeter - April 2021 - 16
Supermarket Perimeter - April 2021 - 17
Supermarket Perimeter - April 2021 - 18
Supermarket Perimeter - April 2021 - 19
Supermarket Perimeter - April 2021 - 20
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