Publix, Aldi, and H-E-B Lead Supermarkets in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

here are some highlights from the supermarket chains in the ratings:

  • Of the 20 industries we evaluated in the 2015 Temkin Experience Ratings, supermarket chains earned the highest overall score, with an average rating of 79% and took five of the top ten spots.
  • The average industry score for the effort component dropped from 85% in 2014 to 84% in 2015, while the average score for the emotion component dropped from 69% to 68%. The average industry score for success remained steady at 84%, which it has stayed at since 2013. Overall, the industry average for supermarkets remained about the same between 2014 and 2015.
  • With a rating of 85%, Publix was the highest-rated supermarket chain and the highest rated company overall, ranking 1st out of the 293 companies we evaluated and improving its score by two percentage-points from last year. Next on the list are Aldi and H-E-B (84%) tied for second place overall, Trader Joe’s placing in 4th with 82%, and Hannaford’s placing in 8th with 81%.
  • Bi-Lo was the lowest-rated supermarket, scoring 66% overall, and also received the lowest score for each of the three components. Bi-Lo scored 11.2 percentage-points below average for success, 14 points below for effort, and 12.1 points below for emotion.
  • Of the 13 supermarket chains that we evaluated in both 2014 and 2015, seven of them improved their scores over the past year. Hy-Vee, Whole Foods, and Giant Eagle increased their scores the most, each going up by 3 percentage-points in the last year.
  • H-E-B’s—last year’s overall winner in the Ratings—score decline the most in the industry, going down from 88% in 2014 to 84% in 2015.

1503_SupemarketsTxRoverview 1503_SupemarketsTxRcomponents 1503_SupemarketsTxRchanges

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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