Publix and Trader Joe’s Lead Grocery Industry in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the grocery industry:

• The grocery industry has the highest average rating, 78%. That’s a two percentage point rise since 2012.
• Publix is the the top grocery chain and highest-ranked company overall, with a rating of 84%. Publix had an increase of three percentage points this year. It also earned the top rating for functional and emotional components.
• Trader Joe’s is the #2 company in the ratings, but it was not in the ratings last year. It earned the top rating for the accessible component.
• Six more grocery chains round out the top twenty overall: #3 Aldi, H.E.B. and Save-a-Lot tied at #7, Hy-Vee and ShopRite tied #13, and Kroger at #20.
• Stop & Shop earned the lowest rating in the industry, at #64. It was the lowest rated for the emotional component.
• Piggly Wiggly and Save-a-Lot each had the highest increase since 2012, with a seven percentage point jump.
• Giant Eagle, Safeway, and Albertsons share a common profile, they are all a bit over average for functional and accessible but well below average in the emotional component.
• Piggly Wiggly has an odd profile, earning the lowest ratings for functional and accessible components, but very strongly positive emotional component.
• Here’s a link to industry results from the 2012 ratings.

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