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Supermarkets Rank Tops For Customer Experience

Last updated on June 14th, 2024 at 09:13 am

Publix, H-E-B and Hannaford deliver the best customer experience in the supermarket industry. That’s according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

This year, supermarkets earned the two highest scores in the entire Ratings. With a score of 84 percent, Publix not only received the highest score in the supermarket industry, it received the highest score in the entire Ratings, ranking first out of 331 companies across 20 industries. Likewise, H-E-B earned the second highest score for both the supermarket industry and the Ratings overall with a score of 83 percent. Hannaford followed close behind with a score of 82 percent and an overall rank of fourth.

The ratings of all supermarkets in the 2017 Temkin Experience Ratings are:

• Publix: 84 percent

• H-E-B: 83 percent

• Hannaford: 82 percent

• Food Lion: 81 percent

• Trader Joe’s: 81 percent

• AmazonFresh: 80 percent

• Kroger: 80 percent

• Save-A-Lot: 80 percent

• Wegmans: 80 percent

• Winn-Dixie: 80 percent

• Hy-Vee: 78 percent

• Whole Foods: 78 percent

• Aldi: 77 percent

• Giant Eagle: 77 percent

• Albertsons: 76 percent

• ShopRite: 76 percent

• Stop & Shop: 75 percent

• Vons: 75 percent

• Piggly Wiggly: 74 percent

• Wawa Food Markets: 73 percent

• Safeway: 72 percent

“Supermarkets have been the highest-scoring industry since their inclusion in the Ratings in 2012, and this year was no different. Publix and H-E-B lead a strong group of supermarkets, all of which received at least a ‘good’ rating,” said Bruce Temkin, managing partner of Temkin Group.

Overall, the supermarket industry averaged a 78 percent rating in the 2017 Temkin Experience Ratings and came in first place out of 20 industries. The average rating of the industry improved by four percentage points between 2016 and 2017, going from 73.8 percent to 78.1 percent

The ratings for all supermarkets increased between 2016 and 2017, with the exception of Wawa Food Markets, whose score stayed the same. Vons improved the most, gaining 12 points, and Whole Foods followed, gaining 10 points from last year.

Now in its seventh year of publication, the 2017 Temkin Experience Ratings evaluates 331 companies across 20 industries: airlines, auto dealers, banks, computer and tablet makers, credit card issuers, fast food chains, health plans, hotels and rooms, insurance carriers, investment firms, parcel delivery services, rental cars and transport, retailers, software firms, streaming media, supermarket chains, TV and appliance makers, TV/internet service providers, utilities, and wireless carriers.

To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?) and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company’s Temkin Experience Rating.

In these ratings, a score of 70 percent or above is considered “good,” a score of 80 percent or above is considered “excellent” and a score below 60 percent is considered “poor.”

About the author

Shelby Team

The Shelby Report delivers complete grocery news and supermarket insights nationwide through the distribution of five monthly regional print and digital editions. Serving the retail food trade since 1967, The Shelby Report is “Region Wise. Nationwide.”

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