Consumer Worries Over COVID-19 Head Back Up, Report Says

When it comes to the way retailers are handling their COVID-19 response, U.S. customers report satisfaction with several national banners despite their rising worry about the effect the virus is having on life in the United States. Walmart leads the way, with 41% saying the banner is doing a good job dealing with the pandemic. CVS, Walgreens, Target and Kroger followed Walmart in ranking best among consumers, Dunnhumby said, while Publix and H-E-B were top among regional retailers. Customers also reported satisfaction with Aldi in the discount grocery space.

Dunnhumby has been tracking consumer sentiment around COVID-19 for several months now, and the latest findings can help retailers adjust their strategies and operations as the pandemic continues on.  

The shifts in consumer sentiment come as COVID-19 surged over the summer in the U.S. and companies have widely enforced safety and health protocols like mask-wearing, capacity limits and social distancing. It also aligns with the way customers have adapted to post-panic grocery shopping routines using a combination of physical store trips and online grocery hauls. 

Consumer attitudes around the physical grocery store remain important to their shopping routines. In the U.S., about 32% of customers are satisfied with the in-store experience, which is a continued upward trajectory since Dunnhumby’s June survey. Some of the factors contributing to shopper satisfaction include improvements in out-of-stock items and reduced operating hours.