Monday, July 13, 2009

Money & Business

Alpha Consumer by Kimberly Palmer

Survey: Grocery Shopping Is a Chore

November 19, 2007 02:16 PM ET | Kimberly Palmer | Permanent Link | Print

It turns out that many people aren't fond of their grocery stores. According to a new survey from IBM, three quarters of shoppers are either antagonistic or have no loyalty toward their grocers.

I can't say I'm surprised. When I ran into a coworker recently at Whole Foods, the first thing we did was to complain about it. I said the lines were crazy; he said it was too expensive.

It's not that it was the store's fault. In IBM's survey, Whole Foods had one of the highest percentages of so-called advocates, at around 41 percent. In general, I consider myself one of them; I'm a big fan of the extensive cheese selections for special occasions. But it's hard to get around the fact that shopping for groceries is a chore. When we're taking time out of the weekend to load up on basic essentials like milk and bread, we're in the mood to complain. (Or at least I am.)

According to Fred Balboni, a global retail industry leader at IBM, it is possible to turn disgruntled customers into happier campers. The key, he found, is to offer high-quality products, an appealing range of merchandise (such as specialty olive oil for the customers who want it), convenience, and customer service. Shoppers want to enjoy their experience, he says.

I think that might have as much to do with the shopper as with the shop.

Tags: shopping

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Reader Comments

Shopping

Dear Readers:

Each store here has specialty items you can't get anywhere

else. Then each store here has specials at reduced prices.

Then larger stores are just so big. They sell clothes,

plants, and also groceries. So by the time I'm finished

I'm exhausted. Today I grabbed a man and gave his son $3.

just to put everything in my car. This was a big store and

I never went in the clothes section at all. My feet are

tired and now I had to unload the groceries into the house

and then get lunch. Now the cost of most things is out of

sight. Then I always forget to get two or three things.

Next decision is what store is the best to get the two or

three things I forgot. Now do I go without? Or do I make

another trip to a second store? Next thing is what do they

have on sale that I need? Oh! well, better luck next time,

on another day.

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Kimberly Palmer, senior editor for U.S. News & World Report, writes about how to save money, avoid scams, manage debt, and be a savvy shopper. Share with her your own money issues by sending questions to alphaconsumer@usnews.com.

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