Costcutter Supermarkets Group ranked top in industry survey

Costcutter Supermarkets Group is celebrating after achieving top ratings from shoppers and suppliers in industry surveys.

The retailer came top on every customer satisfaction measure in the HIM Convenience Tracking Programme (CTP) and obtained the highest performance ratings from major UK suppliers in the personnel, marketing and trust categories.

These results was based on the latest Advantage report – taking it from overall third to second highest rated retail group.

Sean Russell, marketing director for Costcutter, said: “We’re delighted that the highly-regarded HIM tracker gives us top ratings across every aspect of shopper satisfaction. Supporting our retailers to put their shoppers first is at the core of what we do at CSG.

“These results are testament to outstanding performance of our retailers and the hard work they and their team put in each and every day, to provide shoppers with a great offer and instore experience.

“How we work with our supply partners to help retailers engage with shoppers in store also contributes to this success, so it’s equally gratifying to see their acknowledgement of our performance and approach to partnership working in the latest Advantage report findings.

“Together these results demonstrate that we are focused in supporting shoppers, retailers and suppliers to achieve growth together.”

Sector recruitment specialists the Advantage Group, analyses and publishes the responses from more than 340 top UK suppliers.

Their latest report on Costcutter ranked first on a wide range of performance criteria including the skills and experience of its personnel , building trust and creating effective marketing programmes.

The recently published CTP survey, which took place in the first three months of 2020, scores c-stores on speed of service, ease of shop, staff friendliness and helpfulness.

Other factors which are taken into consideration include community involvement, as well as product range, availability and quality.

The retailer scored higher than any of their competitors on every measure and recording the highest basket spend.

Blonnie Walsh, head of insight at HIM, said: “Our Convenience Tracking Programme comprehensively covers the shopper trends impacting the convenience retail market.

“Based on over 20,000 shopper interviews each year, we are able to benchmark retailers across a range of KPIs.

“Costcutter shopper satisfaction and overall advocacy shows marked improvements from 2019 to 2020. Improvements have been seen across the board, but shopper satisfaction in product quality and value for money are key drivers behind Costcutter having the highest NPS score in Q1 2020.”