Edeka Takes Customer Satisfaction Honour In ‘Kundenmonitor Deutschland’
Edeka has been named the supermarket with the highest level of customer satisfaction, according to the Kundenmonitor Deutschland 2017, which is published annually by ServiceBarometer AG, a group that monitors customer service levels.
Edeka also led the way in the hypermarket category, the study found. Some 6,400 customers were interviewed for the part of the study relating to the food sector, out of a total of 28,000 interviews.
"Our customers' feedback is the key measure of quality for us. That is why I am particularly pleased with this result, "said Markus Mosa, Edeka chief executive. "Our independent retailers have proven themselves once again to be able to delight their customers with top services."
Among the areas in which Edeka scored highly in the Supermarket category were ‘Design/Atmosphere’ and ‘Technical Information’.
In the Hypermarket category, it scored highly in the category of ‘Inspiration’, with 84% of respondents saying that the Edeka hypermarket format inspires them.
Elsewhere, Aldi Nord placed first in the Discount category, as well as performing strongest in terms of price-performance ratio.
"We are pleased that the many changes we have implemented at Aldi Nord have been so well received by our customers,” said Aldi marketing representative Kay Rüschoff.
ServiceBarometer AG has been operating the Kundenmonitor Deutschland for more than 20 years.
© 2017 European Supermarket Magazine – your source for the latest retail news. Article by Stephen Wynne-Jones. Click subscribe to sign up to ESM: The European Supermarket Magazine.