retail news in context, analysis with attitude

The Temkin Group is out with its annual experience ratings report, concluding that "Publix and H-E-B deliver the best customer experience in the supermarket industry."

According to the report, "Publix took the top spot for the second year in a row with a rating of 81%, putting it in 1st 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 3rd overall ranking. Of the 20 supermarkets included in the Ratings, two more - Wegmans and Aldi - also made it into the top ten, ranking 7th and 9th respectively."

The report goes on: "The ratings of all supermarkets ... 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."

To generate the ratings, Temkin Group says it "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?)."
KC's View:
I find it ironic that both Whole Foods and Trader Joe's saw declines in customer experience ratings, and yet Whole Foods seems to be thinking about emulating Trader Joe's with its new "365" format.