Trader Joe's, Wegmans on Top for Customer Satisfaction

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Trader Joe’s, Wegmans on top for customer satisfaction

February 20, 2015

Supermarket customer satisfaction is down, according to a report released by the American Customer Satisfaction Index. Rising food prices played a major role — increasing 3.4 percent last year. But there was good news for some retailers: Trader Joe’s and Wegmans were ranked first in customer satisfaction, the first time Publix didn't lead the category. Walmart was ranked lowest in the category.

Earlier this month Wegmans topped another list when it was ranked No. 1 for corporate reputation according to the 16th annual Harris Poll Reputation Quotient study. Publix, which weighed in at the eighth spot, was the second-highest supermarket chain on the list.

According to the report, customer satisfaction with brick-and-mortar retail categories as a whole is down for the first time in four years; only Internet retail is up from a year ago.

“Even with frequent price discounts, it’s difficult for supermarkets to moderate the negative effect of rising food costs, especially when wage growth is weak,” Claes Fornell, ACSI chairman and founder, said in a press release.

Publix tied H-E-B. While customer satisfaction with Publix is still very strong, this is the first year that the chain is not on top among supermarkets. Whole Foods, Target’s grocery division and ALDI all come in next. Other chains above industry average are BI-LO, including Winn-Dixie; Kroger; ShopRite; and Delhaize America (Food Lion, Hannaford).

SuperValu, Safeway and Albertsons follow closely behind. Next are Ahold USA (Stop & Shop, Giant) and Giant Eagle. Walmart’s grocery division dipped to an industry low, trailing in the battle for

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satisfied customers alongside its discount store general merchandise business.