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

March 16, 2015 Leave a comment

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

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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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