dunnhumby and Retail Week Launch Food Shopping Study

In the UK, Tesco-owned customer data science company dunnhumby has partnered with the publication Retail Week to launch a study of what customers want from their food shopping experiences.

Founded in 1989 by husband and wife team Edwina Dunn and Clive Humby, dunnhumby is best known as the data firm behind the Tesco Clubcard loyalty scheme. Tesco bought a 53% stake in the firm in 2001 for £30m, and later purchased the remaining shares.

The new study - 'Grocery CX: Driving loyalty in a disloyal market' - involved asking 2,000 UK consumers about their in-store and online retail grocery experiences. This has enabled dunnhumby to identify consumers' top criteria for satisfaction, how each major retailer is measuring up against these and actions retailers must take if they are to improve their customer experience - both online and off-line.

dunnhumby CEO Guillaume Bacuvier says the findings 'highlight the importance of getting the basics right: Customers expect freshness, a good range of products and value for money as standard. A strong online offering is also critical, as customers increasingly shop both in store and online and expect a convenient, personalised experience across all touchpoints'.

Web sites: www.dunnhumby.com and www.retail-week.com .