Research

Customer Centricity Index: Food Service Retailers

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Food Service Retailers: June 2013

The dunnhumby Customer Centricity Index (CCI) measures customers' perceptions of how well retailers meet their needs and wants. This report provides a ranking of the most customer-centric retailers in the food service industry. dunnhumby surveyed customers for their opinions on product assortment, price, experience, feedback, promotions, loyalty and communications. These factors make up the “7 Pillars of Customer Centricity” that that dunnhumby has identified as most important to long-term loyal customer growth. Food service retailers scoring highest within fast food, fast casual and casual dining categories are examined in a series of case studies to illustrate reasons behind their success with customers. Customer Centricity is key to business growth and this research demonstrates that when customers perceive a company as being “right for them”, it correlates to long-term revenue growth.

 

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