Traditional supermarkets and food stores are losing the digital customer service battle to Amazon and Wal-Mart Stores, a recent report found. Half of online shoppers plan to increase their digital spend on groceries in the coming year.
“Clearly Amazon has effectively leveraged its deep roots in online retailing to inform their efforts in online grocery, leading to the strongest ‘highly satisfied’ marks found in our research,” Brian Numainville, principal at the Retail Feedback Group, which commissioned the study, said in a prepared statement.
“Given Amazon’s strength in shopper satisfaction across the online food and grocery shopping experience, Whole Foods should benefit from the integration of technology and best-in-class processes,” Numainville said. “Conversely, Amazon may further strengthen in the freshness area given the depth of knowledge they will glean from Whole Foods.”