Publix and Trader Joe’s Lead Grocery Industry in 2013 Temkin Experience Ratings

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.

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Grocery1 Grocery2

Temkin Ratings website

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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