We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.
Publix and H-E-B deliver the best customer experience in the supermarket industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.
This year supermarkets earned the three highest scores in the entire Ratings. Publix took the top spot for the second year in a row with a rating of 81%, putting it in 1st place out of the 294 companies across 20 industries. H-E-B came in second with a score of 79%, while Kroger and Save-a-Lot tied for third place, each with a score of 78% and a 3rd overall ranking.
Of the 20 supermarkets included in the Ratings, two more—Wegmans and Aldi—also made it into the top ten, ranking 7th and 9th respectively. At the other end of the spectrum, Vons spent its first year in the Ratings at the bottom of the industry with a score of 63% and a rank of 125th.
Overall, the supermarket industry averaged a 74% rating in the 2016 Temkin Experience Ratings and placed 1st out of 20 industries.
Here are some additional findings from the supermarket industry:
- The ratings of all supermarkets in the 2016 Temkin Experience Ratings are as follows: Publix (81%), H-E-B (79%), Kroger (78%), Save-a-Lot (78%), Wegmans (77%), Aldi (76%), Food Lion (75%), ShopRite (75%), Giant Eagle (75%), Wawa Food Markets (74%), Hy-Vee (74%), Winn-Dixie (74%), Trader Joe’s (74%), Hannaford (73%), Piggly Wiggly (72%), Albertsons (69%), Stop & Shop (69%), Safeway (69%), Whole Foods (68%), and Vons (63%).
- Wegmans (+1 points) was the only supermarket to improve its rating between 2015 and 2016.
- Whole Foods (-10 points), Albertsons (-9 points), Hannaford (-8 points), and Trader Joe’s (-8 points) declined the most between 2015 and 2016.