Smaller, more specialized grocers are winning the hearts and wallets of Ontario consumers during the pandemic. A recent Leger online survey of 13,000 Ontarians asked about customer experiences at 145 Ontario retailers. Each retailer was assessed by 400 respondents who had shopped at the retailer since June 2020.
Different factors of customer experience were examined including: store ambiance and layout, price and promotions, staff competency and efficiency at checkout. Customer experience was more important than ever in these brick-and-mortar stores during the pandemic.
Longo’s, founded in 1956, now operates 36 stores in the Greater Toronto Area.
Interestingly, the Leger survey has evaluated the online experience of 173 websites and apps. These e-commerce platforms were judged on factors such as browsing, delivery options and payment process. The top-ranking grocers were: Costco, Maxi, Metro, Avril and Real Canadian Superstore.
Source: Canadian Grocer, January 21, 2021