Publix and H-E-B Earn Top Customer Experience Ratings for Supermarkets

Temkin Experience Ratings

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.

1605_Supermarket_Rank

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.

1605_Supermarket_IndustryAv 1605_Supermarket_Overall

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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