We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the grocery industry:
- The grocery industry has the highest average rating, 78%. That’s a two percentage point rise since 2012.
- Publix is the the top grocery chain and highest-ranked company overall, with a rating of 84%. Publix had an increase of three percentage points this year. It also earned the top rating for functional and emotional components.
- Trader Joe’s is the #2 company in the ratings, but it was not in the ratings last year. It earned the top rating for the accessible component.
- Six more grocery chains round out the top twenty overall: #3 Aldi, H.E.B. and Save-a-Lot tied at #7, Hy-Vee and ShopRite tied #13, and Kroger at #20.
- Stop & Shop earned the lowest rating in the industry, at #64. It was the lowest rated for the emotional component.
- Piggly Wiggly and Save-a-Lot each had the highest increase since 2012, with a seven percentage point jump.
- Giant Eagle, Safeway, and Albertsons share a common profile, they are all a bit over average for functional and accessible but well below average in the emotional component.
- Piggly Wiggly has an odd profile, earning the lowest ratings for functional and accessible components, but very strongly positive emotional component.
- Here’s a link to industry results from the 2012 ratings.