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

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 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 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%, Publix not only received the highest score in the supermarket industry, it received the highest score in the entire Ratings, ranking 1st 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%. Hannaford followed close behind with a score of 82% and an overall rank of fourth.

Overall, the supermarket industry averaged a 78% 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% to 78.1%.

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 improved the second most, gaining 10 points from last year.

See our FAQs about the Temkin Experience Ratings.

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I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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