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.

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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:


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'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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