WABAN, Mass. — Wegmans, H-E-B, and Publix deliver the best customer experience in the supermarket industry, according to the 2018 Temkin Experience Ratings, an annual customer experience benchmark of companies based on a survey of 10,000 U.S. consumers.
This year, supermarkets earned some of the highest scores in the entire Ratings. With a score of 86%, Wegmans not only received the highest score in the supermarket industry, it received the highest score in the entire Ratings – ranking 1st out of 318 companies across 20 industries. Likewise, H-E-B and Publix earned the second highest scores for both the supermarket industry and the Ratingsoverall, each with a score of 83%. Aldi and Wawa Food Markets – each of which scored 82% and tied for 7th overall – also ranked in the top 10.
Overall, the supermarket industry averaged a 79% rating in the 2018 Temkin Experience Ratingsand came in first place out of 20 industries. The average rating of the industry improved by 0.4 percentage-points between 2017 and 2018, going from 78.1% to 78.5.
The ratings of all supermarkets in the 2018 Temkin Experience Ratings are as follows:
- Wegmans: 86%
- H-E-B: 83%
- Publix: 83%
- Aldi: 82%
- Wawa Food Markets: 82%
- Trader Joe's: 81%
- ShopRite: 81%
- Save-a-lot: 80%
- Food Lion: 80%
- Meijer: 79%
- Kroger: 79%
- Hy-Vee: 79%
- Winn-Dixie: 79%
- Albertsons: 78%
- Safeway: 77%
- Piggly Wiggly: 77%
- Stop & Shop: 76%
- Vons: 75%
- Giant Eagle: 74%
- BI-LO: 73%
- Hannaford: 72%
- Whole Foods: 72%
- AmazonFresh: 67%
"Supermarkets have been the highest-scoring industry since 2012, and this year was no different. But the leadership has changed, as Wegmans jumped over H-E-B to earn the top spot," states Bruce Temkin, managing partner of Temkin Group.
Wawa Food Markets' customer experience score improved the most over the previous year, gaining nine percentage-points. AmazonFresh, on the other hand, declined the most, dropping by 13 points.
Now in its eighth year of publication, the 2018 Temkin Experience Ratings is the most comprehensive benchmark of customer experience in the industry, evaluating 318 companies across 20 industries: airlines, auto dealers, banks, computer & tablet makers, credit card issuers, fast food chains, health plans, hotels & rooms, insurance carriers, investment firms, parcel delivery services, rental cars & transport, retailers, software firms, streaming media, supermarket chains, TV & appliance makers, TV/Internet service providers, utilities, and wireless carriers.
To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company's Temkin Experience Rating.
In these ratings, a score of 70% or above is considered "good," and a score of 80% or above is considered "excellent," while a score below 60% is considered "poor."
The 2018 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, www.TemkinRatings.com.
The free report, "2018 Temkin Experience Ratings," is available for download at the Customer Experience Matters® blog (ExperienceMatters.blog) and at the Temkin Group website, www.TemkinGroup.com.
About Temkin Group: Temkin Group is a leading customer experience research, consulting, and training firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys, and Temkin Group accelerates their results by combining customer experience thought leadership with a deep understanding of organizational dynamics. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building up four core competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email to 192659@email4pr.com.
*Customer Experience Matters is a registered trademark of Temkin Group.
Source: Temkin Group
