Publix Leads Strong Group of Grocers in Customer Experience
February 27, 2012 2 Comments
This post examines the 15 grocery chains included in the 2012 Temkin Experience Ratings.
Publix earned the top spot in the grocery industry and is the second overall company across all 206 companies in the study. Aldi, H.E.B., and Winn-Dixie also scored very well. These four grocery chains received “excellent” customer experience ratings, a level that was only earned by eight companies across all 18 industries.
The overall grocery industry earned the top spot out of 18 industries, slightly higher than fast food chains and retailers and well ahead of other industries. The majority of the grocery chains earned “good” ratings. Piggly Wiggly, which is the lowest scoring grocery chain, earned an “okay” rating.
Other highlights from the research include:
- Publix received the highest Functional rating.
- Publix and Aldi received the highest Accessible ratings.
- Publix, Aldi, and Winn-Dixie received the highest Emotional ratings.
- Piggly WIggly received the lowest scores in all three experience dimensions.
Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You can even purchase the underlying data if you want to get more access.
The bottom line: Grocery chains are doing a pretty good job meeting customer needs