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Over 90% of shoppers questioned in a survey from Capgemini said they are dissatisfied with their grocery shopping environment, with concerns over issues such as product availability and navigation of stores.
While such complaints from customers may be somewhat predictable, the numbers are fairly striking. Brian Girouard, global head of Capgemini's Consumer Products and Retail Practice, said shoppers have more power to vote with their feet if unhappy: "Our research shows that consumers are in a better position to buy where and how they want. Their position will only strengthen over time. Retailers and manufacturers must get ahead of evolving demands by establishing a dialogue with consumers."
The survey covered 2,000 consumers in the UK, France, the Netherlands and the US.
Between 80% and 90% (depending on the category) were not satisfied with stores (physical and online). The concerns most often mentioned were product issues, as well as accessibility and navigation, packaging and labelling, and "price perception". Health was important to consumers, as was sustainability, with 84% stressing waste reduction and management as important to them.
Has the number of customer complaints about the price of goods increased recently?
