At the end of 2015, Dive, the Customer Service Improvement Company conducted a survey in all three Baltic states to assess supermarket service quality and ascertain the TOP 3 of best service.
TOP 3 Estonian supermarkets in 2015 were:
1. ABC Supermarkets AS (Comarket, Solaris, Delice)
2. Maxima (XX, XXX)
Compared to previous years, significant changes have occurred in the top ranking of supermarket chains in Estonia – companies that repeatedly landed in the top three in earlier years, did not necessarily gain a place among the best this time around (for example, Selver that reigned as the supermarket with best service in 2013-2014 did not make the top 3 in 2015). Seven different chains were involved in the survey in Estonia: ABC Supermarkets, Maksimarket, Maxima, Prisma, Rimi, Selver, and Säästumarket.
The conduct the survey, the mystery shopping or test visit method was used, and within the framework of the study a total of 225 test purchases were made in the Baltic states. Acting based on an agreed scenario, previously trained mystery shoppers evaluated both the service venue in general and the entire service process.
To read the original article in Estonian, go to: kasulik.delfi.ee