"Woolworths has succeeded in providing high-quality products, convenience, and fast service, while growing its footprint rapidly. Including a growing presence in petrol station forecourts," CEO of Consulta, Professor Adré Schreuder says.The supermarket chain was also the most likely to be recommended by consumers. But, what about the scores of the other franchises?
|Pick n Pay||76.5|
"In tough economic times, the price of goods is likely to influence consumers’ loyalty, even though they are satisfied customers,” Professor Schreuder says. "But, price-motivated ‘loyalty’ is not permanent. So, while customers may display less brand loyalty now, supermarkets cannot afford to stop investing in positive shopping experiences."The decrease in loyalty has been seen across supermarket brands. Loyalty scores also do not necessarily correlate with satisfaction scores, except for Woolworths.
"Overall customer loyalty decreased from 76.4 in 2015 to 74.2 in 2016. Yet Woolworths held steady with the most loyal customers and a score of 77.3, followed by Shoprite (74.9), Pick n Pay (74.6), Spar (73.5), and then Checkers (72.5)," the index says.