When you go to the grocery store, are you satisfied with the shopping experience?
A new survey shows overall supermarket satisfaction across the industry dropped by 1.3% over the last year, but a couple of chains stand strong despite the sector dip.
Trader Joe’s, Wegmans and Aldi for win, place and show
The American Customer Satisfaction Index (ACSI) Retail and Consumer Shipping Report 2018-2019 is a well-respected measure of the state of the nation’s customer service across many industries.
In the latest tally, Trader Joe’s took top honors, followed closely by Wegmans and Aldi.
“Customer service is a strong point for Trader Joe’s as the company rates best in class for checkout speed and staff courtesy,” the study notes.
Rounding out the Top 5 are Publix and Costco. Here’s a look at the top 10 performers:
Top 10 supermarkets by customer satisfaction
- Trader Joe’s
- Sam’s Club
- BJ’s Wholesale Club
Meanwhile, on the other end of the ledger, the ACSI noted poorer customer satisfaction among a handful of grocery chains:
Worst 10 supermarkets by customer satisfaction
(#1 is worst)
- Southeastern Grocers
- Giant Eagle
- Ahold Delhaize
- Whole Foods
“For Whole Foods, its acquisition by Amazon does not appear to have boosted the company in the eyes of its customers,” the ACSI report says.
Here’s where supermarkets are succeeding — and failing
The study also shows that supermarket satisfaction is highest around convenience of store location and hours, quality of mobile app and reliability of the app.
However, the speed of the checkout process, the quality of pharmacy services and the frequency of sales and promotions are still common pain points for consumers.
“Supermarket customer service is showing the same strains as other retail categories,” the ACSI says. “Service personnel are less helpful and courteous in person and over the phone.”