The Grocery Store Industry Performance Is Based On Customer Experience

1733 WordsDec 7, 20147 Pages
The Grocery Store Industry performance is based on customer experience. Customer experience includes waiting time, helpfulness of staff, amount of choices, out of stock items, and amount of space in isles. Based on the metrics from Consumer Reports which ranked grocery stores on overall customer experience, Costco Wholesale compared with competitors in the industry is towards the top of performance ("Consumer reports ' best," 2014). Out of 55 large grocery chains looked at, Costco was ranked number 4. Costco gives their consumers a small amount of choices in products compared with most grocery stores. One example of this is their 360 count Advil. If they sold different sizes of the same product, almost no one would buy the 360-count bottle. By only selling the 360-count bottle in stores, it is predicted that only one in 10 customers will not but the product (Weitzner, The Costco Craze: Inside the Warehouse Giant). Costco does this so that customers have an easier time selecting a product to purchase. Costco was also rated high on the metric was due to the large warehouse isles. The one thing that made them ranked lower than the top three grocery stores was waiting times for check out. The biggest complaint by customers at Costco is the line for checking out. Customers said that there is never enough checkout lines open for them to be able to purchase their items (Weitzner, The Costco Craze: Inside the Warehouse Giant). Costco uses the low cost business strategy.

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