Publix and H-E-B Earn Top Customer Experience Ratings for Supermarkets

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Publix and H-E-B deliver the best customer experience in the supermarket industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

This year supermarkets earned the three highest scores in the entire Ratings. Publix took the top spot for the second year in a row with a rating of 81%, putting it in 1^st place out of the 294 companies across 20 industries. H-E-B came in second with a score of 79%, while Kroger and Save-a-Lot tied for third place, each with a score of 78% and a 3^rd overall ranking.

Of the 20 supermarkets included in the Ratings, two more—Wegmans and Aldi—also made it into the top ten, ranking 7^th and 9^th respectively. At the other end of the spectrum, Vons spent its first year in the Ratings at the bottom of the industry with a score of 63% and a rank of 125^th.

Overall, the supermarket industry averaged a 74% rating in the 2016 Temkin Experience Ratings and placed 1^st out of 20 industries.

Here are some additional findings from the supermarket industry:

• The ratings of all supermarkets in the 2016 Temkin Experience Ratings are as follows: Publix (81%), H-E-B (79%), Kroger (78%), Save-a-Lot (78%), Wegmans (77%), Aldi (76%), Food Lion (75%), ShopRite (75%), Giant Eagle (75%), Wawa Food Markets (74%), Hy-Vee (74%), Winn-Dixie (74%), Trader Joe’s (74%), Hannaford (73%), Piggly Wiggly (72%), Albertsons (69%), Stop & Shop (69%), Safeway (69%), Whole Foods (68%), and Vons (63%).
• Wegmans (+1 points) was the only supermarket to improve its rating between 2015 and 2016.
• Whole Foods (-10 points), Albertsons (-9 points), Hannaford (-8 points), and Trader Joe’s (-8 points) declined the most between 2015 and 2016.