Temkin Experience Ratings Industry Snapshot: Supermarkets

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Wegmans earns top customer experience (CX) score for supermarkets, according to 8th annual Temkin Experience Ratings of 318 companies.Congratulations to Wegmans for earning the best customer experience score in the supermarket industry.

This year, supermarkets earned some of the highest scores in the entire Ratings. With a score of 86%, Wegmans not only received the highest score in the supermarket industry, it received the highest score in the entire Ratings – ranking 1st out of 318 companies across 20 industries. Likewise, H-E-B and Publix earned the second highest scores for both the supermarket industry and the Ratings overall, each with a score of 83%. Aldi and Wawa Food Markets – each of which scored 82% and tied for 7th overall – also ranked in the top 10.

Overall, the supermarket industry averaged a 79% rating in the 2018 Temkin Experience Ratings and came in first place out of 20 industries. The average rating of the industry improved by 0.4 percentage-points between 2017 and 2018, going from 78.1% to 78.5.

Wawa Food Markets’ customer experience score improved the most over the previous year, gaining nine percentage-points. AmazonFresh, on the other hand, declined the most, dropping by 13 points.

You can download the free report or purchase the dataset.

Wegmans earns top customer experience (CX) score for supermarkets, according to 8th annual Temkin Experience Ratings of 318 companies. Wegmans earns top customer experience (CX) score for supermarkets, according to 8th annual Temkin Experience Ratings of 318 companies.

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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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