Customer Service

More than two-thirds of Canadians have seen a mistake on their grocery receipts in the last year, new poll suggests 

HALIFAX, NS. (March 21, 2023) – Customer service at the grocery store is a crucial aspect of the sector. Customer service encompasses all interactions between customers and grocery store staff, including assistance with product selection, resolving customer complaints, and providing a positive shopping experience. Moreover, when dealing with customer complaints, it is essential to resolve them promptly and effectively. With higher food prices these days, consumers are expecting an error-free experience at the grocery store. In this report, we look at how customer service in the grocery industry is perceived, and how complaints, in particular, grocery receipt errors, were dealt with by grocers over the past year. 

Media Contacts:

Dr. Sylvain Charlebois, Director Agri-Food Analytics Lab,
Dalhousie University

Janet Music, Research Program Coordinator
Agri-Food Analytics Lab,
Dalhousie University

Download the report:

English [PDF - 256 KB]
French [PDF - 256 KB]