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WASHINGTON -- Maybe being huge doesn't always mean you can't have a personal touch. Cincinnati-based Kroger Co. finished first in a recent customer ranking of retailers according to their levels of service.
The survey, conducted for the National Retail Federation and American Express, had around 8,000 consumers write in the name of the drug or food retailer that delivers the best customer service. The results were shared exclusively with Progressive Grocer.
Kroger, the clear leader, finished with an index of 521.09. Next in line were two Supervalu-owned banners: Stillwater, Minn.-based Cub Foods (477.97) and Pittsburgh-based Shop 'n Save (419.46).
Rochester, N.Y.-based Wegmans came in fourth, with an index of 356.85, followed by Food City, which is owned by Abingdon, Va.-based K-VA-T Food Stores (346.02); Portland, Maine-based Hannaford Supermarkets (333.72); Deerfield, Ill.-based Walgreens (301.25); Woonsocket, R.I.-based CVS (273.57); Piggly Wiggly, owned by Sheboygan, Wis.-based Fresh Brands (260.71); and Harris Teeter, owned by Charlotte, N.C.-based Ruddick Corp. (227.15).
BIGresearch conducted the survey in September 2006. The research group said it took into account both the number of responses for each retailer and annual sales to put the retailers on a more level playing field.