DENMARK: SATISFIED CLIENTS ARE LOYAL CLIENTS

Article Abstract:

A survey by Dansk Kundeindex (Danish client index) shows that satisfied clients are loyal clients. The survey found that if a company achieved 10 points in customer satisfaction their score regarding loyalty points is higher at 12-13 points. This means that is profitable to invest in increased customer satisfaction. Dansk Kundeindex studied three sectors for its survey: the grocery retail trade, banking and telecom sectors. There are, however, other ways of achieving customer loyalty than by boosting customer satisfaction i.e. low prices. This is clearly manifested by the grocery retail sector with discount stores having loyal customers despite the fact that their customers are not always so satisfied. A textbook case of this is Dansk Supermarked's two chains, Fotex and Netto. They both have the same customer loyalty degree even though customer satisfaction degree varies greatly. In Netto's case, the loyalty is linked to low prices whereas Fotex uses service and purchase experiences to raise loyalty degree.

Telecommunications, Telephone Communication, Financial Services, Finance and Insurance, Telecommunications industry, Netto

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DENMARK: DS TAKES MARKET SHARE FROM FDB

Article Abstract:

Dansk Supermarked (DS), the Danish supermarket chain owned by A.P.Moller, is boosting its share of the Danish grocery market. A study conducted by Stockmann-Gruppen, an independent analysis institute, shows that for the first time FDB has lost a percentage unit to DS. FDB's current market share is 36.7% whereas DS's market share will be 26.4% once its acquisition of the discount chain Suma is felt in turnover. According to an earlier forecast, FDB's market share will fall to 35.7% within the next six years.

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DENMARK:POOR CUSTOMER LOYALTY FOR GROCERY CHAINS

Article Abstract:

The latest analysis by Dansk Kundeindex shows that customer loyalty among Danish grocery retail chains is getting weaker and weaker. The analysis found that clients are increasingly dissatisfied with the chains; only two out of eight chains i.e. OBS and Fotex report increased customer loyalty whereas Dansk Supermarked's Netto chain's customers are particularly dissatisfied. Per Gronning, a retail trade expert of Euro RSCG Retail, ascribes this to a lack of dynamism and innovation among the chains.

OBS Companies Inc.

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