Now our sister company Nordic Bench is being noticed in the media again! Earlier this year, DI took up the report on mobile operators. This time it is the survey on customer loyalty in the grocery trade that has aroused interest.
According to Nordic Bench's latest survey, surprisingly, it does not seem to be the price that determines whether customers feel loyalty to a particular grocery store. When approx. 2,800 Swedes were asked how willing they are to recommend their grocery store, ICA wins by a large margin. Distinctive for ICA in particular is the company's reputation, simplicity for the customer and the helpfulness of the staff.
ICA Sweden's CEO, Anders Svensson, welcomes the result:
- This is clear proof that we have succeeded in our vision of simplifying customers' everyday lives and giving them stores that they are happy with. At the end of the day, our efforts are about creating loyalty with our customers, something that the report certainly shows.
The survey has been carried out using the NPS® (Net Promoter Score) method, which is used to measure customer loyalty. Customers of each store chain have been asked to indicate the degree to which they can imagine recommending their store chain to others. With the help of clear diagrams, the results of the various actors are compared on 14 different driving factors and how these correlate with the NPS value. ICA ends with an NPS value of 24, which is much higher than the other grocery stores in the report. Willys, which ends up in second place, achieves a value of 7. Coop finishes in fifth place with an NPS value of – 8.
- ICA does it very well. It is unique that a company receives such high values in comparison with its competitors. The companies that do less well in the survey must ask themselves the question: what drives customer loyalty? You have to look at what is important to the customer and focus there, says Jan Borg CEO of Nordic Bench.
Read the entire article here: http://fri-kopenskap.se/nyheter/icas-kunder-overlagset-mest-lojala/
Our sister company Nordic Bench is an independent analysis institute with 15 years of experience in industry studies. Periodically, they publish surveys where consumers can share their opinions and at the same time have a chance to win great prizes.
Do you want to participate and express your opinion? Like Nordic Bench on Facebook and you will be among the first to take part in upcoming surveys.
https://www.facebook.com/NordicBench/
Can't you wait? Have you been out and about during the summer? In that case, you can enter the
https://resegeometri.se/min-senaste-resa and tell us about how you experienced the airline, the hotel, the tour operator, the travel company and the rental car company. Here, too, you have the chance to win great prizes.
