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Rite Aid tops drug chains in customer satisfaction, as Publix, Target, Costco lead among supermarkets, mass, clubs

BY Alaric DeArment

ANN ARBOR, Mich. — Several pharmacy retailers got top place in a recent consumer satisfaction survey.

A report released Tuesday by the American Customer Satisfaction Index ranked Rite Aid at the top among drug store chains, with a score of 77, a 3% improvement over last year. Walgreens gained 1%, for a score of 76, while CVS ranked 75, a 3% gain. The survey noted that CVS hit a low two years ago due to cost-cutting efforts.

"The improvement in overall customer satisfaction is positive news for consumer demand, but with a caveat that a good portion of the gain comes from federal and local government services," ACSI founder Claes Fornell said. "Looking at the economy as a whole, low inflation, shrinking household debt and pent-up consumer demand are starting to fuel consumer spending. At the same time, however, economic growth will be hampered by a still-tepid job outlook, low wage increases, high gasoline prices and the economic uncertainty created by our politicians."

Publix got a score of 86, a 2% gain, over Whole Foods, which came in at 80. Kroger’s ranking remained unchanged, at 79, while Winn-Dixie increased 4%, to 78. Supervalu, Safeway and Walmart were in the mid-to-low 70s, at 76, 75 and 72, respectively. Costco’s score was unchanged, at 83, while Sam’s Club lost 1%, for a score of 80. Target received a score of 81, while Dollar General got 78.

 

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Shutl to bring same-day delivery option in urban markets to brick-and-click retailers in March

BY Michael Johnsen

SAN FRANCISCO — Shutl on Tuesday announced the official launch of its North American operation and that service — Shutl enables omnichannel retailers to offer delivery of online orders within a one-hour window of choice — will go live next month in New York, San Francisco and Chicago. 

A Shutl spokesperson declined to identify specific retail partners prior to going live with the service. 

Shutl’s point-to-point delivery model is the only one of its kind to have been proven at scale, having operated successfully throughout the United Kingdom for the last three years, the company noted.

As a part of the launch, Steven Chien was named Shutl VP and general manager North America. Chien recently served as COO at social shopping site Kaboodle and VP business development for price comparison shopping engine Nextag. 

"The ecommerce industry is about to take another giant step forward with the launch of Shutl’s innovative delivery solution," Chien said. "Shutl will be a great partner for those multi-channel retailers looking to better compete with Amazon and provide new ways to delight their customers."

Once Shutl completes its rollout in New York, Chicago and San Francisco, it will continue into Phase II of the launch, expanding to Atlanta, Boston, Denver, Detroit, Houston, Los Angeles, Miami, Tampa, Dallas, Minneapolis, Philadelphia, Phoenix, San Diego, Seattle, Washington, Montreal and Toronto. This aggressive launch was primed by last year’s announcement of Shutl securing over $6 million in funding from investors including UPS, e.ventures and Notion Capital to accelerate North American plans, the company noted.

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Baby boomers most likely to research supplements online

BY Michael Johnsen

Those ages 55 years and older are significantly more likely to use the Internet for information on vitamins as compared with younger shoppers, according to an online survey of more than 900 AccentHealth viewers conducted in late 2012. Additionally, respondents ages 55-plus years are more likely than younger individuals to consult a doctor or pharmacist and read magazines for vitamin information.

To see more Patient Views, click here

Patient Views is a new, exclusive consumer insights feature that appears in every edition of DSN magazine, as well as the daily e-newsletter DSN A.M. If you could ask 5,500 patients anything at all, what would it be? Send your questions to reder@lf.com.

 

Source: AccentHealth. To view the demographic breakdown of participants, click here.

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