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Rating the Best Service

BY CSA STAFF

Publix topped the list of supermarkets in the most recent RealPeopleRatings.com quarterly customer service survey by Corporate Research International. Respondents were asked to rate their perception of each business’ customer service on a scale of 1-10, with 10 being the highest rating. If a respondent did not have experience with the business, the panelist did not enter a score for that establishment.

“It’s important for businesses to take a look at their customer experience from all angles,” said Michael Mallett, CEO, Corporate Research International, Findlay, Ohio. “The RealPeopleRatings.com scores give companies another tool to view their businesses.”

In the supermarket category, the top three finishers were Publix (with a score of 7.99), Kroger (7.43), and Safeway (7.21).

Walgreens (7.49) scored highest among drug stores, followed by CVS (7.42) and Rite Aid (7.0). In convenience stores, Chevron/Texaco (7.05) and The Pantry (7.02) scored top points, while Getty Mart (6.21) trailed behind.

Other retailers that earned the highest marks in their categories included:

Department Stores

Nordstrom

Saks Fifth Avenue

Bloomingdale’s

Shoe Stores

Stride Rite

Payless

Shoe Carnival

Office-Supply Stores

Staples

Office Depot

FedEx Kinko’s

Home Improvement

Ace Hardware

True Value

Lowe’s

Sporting-Goods Stores

Foot Locker

Dick’s Sporting Goods (tie)

Finish Line (tie)

Fast-Food Restaurants

Subway

Quiznos

Chipotle Mexican Grill

Electronics Stores

RadioShack

Best Buy

Circuit City

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CompUSA may get a new look

BY CSA STAFF

ADDISON, Tx. After opening a new format store last month, CompUSA may be changing the format of its other stores, depending on customer demand and product interest.

According to reports, the elements found in the prototype store, located in Texas, will be incorporated into other CompUSA locations across the United States.

The nearly 7,700 square-ft. relocation site includes an Apple shop featuring Mac computers, iPods and Apple accessories, and a full-length LCD TV wall.

Additional expansions include extended gaming, which includes an entire wall devoted to the Nintendo Wii, PlayStation3 and Xbox 360 gaming platforms, plus a PC gaming setup to test equipment and play new titles.

While businesses can get their share of support with a specialized services section, all consumers can visit the store’s redesigned IT support area.

“This new store aligns CompUSA’s vision to better serve its three core customers, the technology enthusiast, educated professional and small and medium businesses,” said Gabriela Villalobos, the retailer’s sales and operations evp.

CompUSA announced in April that it would narrow its focus to three core customer groups rather than try to serve a mass audience.

The move was part of a comprehensive restructuring, initiated last February, that included an overhaul of senior management and the closure of half its store base as the privately held chain looked to improve sales and profitability.

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Walgreens withdraws from CVS provider plans

BY CSA STAFF

DEERFIELD, Ill. After many months of talks over low and below-market payment rates by CVS Caremark for four prescription plans, Walgreens has withdrawn as a pharmacy provider from the plans.

Patients affected include members of prescription benefit plans managed by CVS Caremark for ArcelorMittal, Johnson Controls, Progressive Casualty Insurance and Wisconsin Education Association Trust.

Most of the affected members live in Illinois, Indiana, Michigan, Ohio and Wisconsin.

Trent Taylor, president of Walgreens Health Services, the managed care division of Walgreens, released the following statement:

“This is not where we wanted negotiations to lead,” he said. “We’re sorry that our pharmacy patients and CVS Caremark’s clients are caught in the middle, and we’ll do all we can to ensure a smooth transition for our patients to another pharmacy. Meanwhile, we’ll continue to work on resolving this issue with CVS Caremark.

“Leaving a benefits plan is an extraordinary step for us, but it demonstrates how extraordinarily low our payments were from CVS Caremark. We can’t continue accepting reimbursement rates that are drastically below market, while offering patients needed special services such as 24-hour pharmacy access and drive-thru pharmacies.”

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