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.

Download entire dataset for $395

Grocery1 Grocery2

Temkin Ratings website

About Bruce Temkin, CCXP
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 these 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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