H-E-B, Trader Joe’s, and Publix Lead Grocery Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Not only did these companies outshine other grocery chains, but H-E-B, Trader Joe’s, and Publix dominated the top of the ratings across all industries. With a score of 88%, H-E-B earned the highest rating of any company evaluated this year. Trader Joe’s is the second highest-rated company overall with a score of 84%, and Publix placed third overall with a score of 83%. While Publix and Trader Joe’s are no strangers to the very top of the list—in 2013 they ranked first and second respectively overall—H-E-B this year surged up the rankings to earn the highest rating any company has ever received in the Temkin Experience Ratings.

Aldi, Food Lion, Kroger, Piggly Wiggly, and Albertsons also all received “excellent” ratings with scores above 80%. At the other end of the spectrum, A&P fell well below the industry average for grocery chains, landing in 136th place overall with a rating of 65%. It was the only grocer that did not earn at least a “good” rating.

Download entire dataset for $395

Grocery1
Here are some additional findings from the grocery industry:

  • The ratings of all grocery chains in the 2014 Temkin Experience Ratings are as follows: H-E-B (88%), Trader Joe’s (84%), Publix (83%), Aldi (82%), Food Lion (82%), Kroger (81%), Piggly Wiggly (81%), Albertsons (80%), Save-a-Lot (78%), Hy-Vee (77%), ShopRite (77%), Winn-Dixie (76%), Stop & Shop (76%), Whole Foods (75%), Safeway (74%), Giant Eagle (73%), and A&P (65%).
  • H-E-B (+8 points), Food Lion (+7 points), and Piggly Wiggly (+6 points) improved their ratings the most between 2013 and 2014.
  • Giant Eagle (-4 points) and Safeway (-3 points) declined in the ratings the most between 2013 and 2014.
  • Overall, the grocery industry averaged a 79% rating in the 2014 Temkin Experience Ratings and earned the highest average rating of any of the 19 industries. It was also one of the 15 industries to improve its rating over the past year, although it only increased by 0.8 percentage-points.

Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:

Grocery2

Download entire dataset for $395

To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin Ratings website

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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