H-E-B, TJ’s, Wegmans top customer satisfaction study

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H-E-B, TJ’s, Wegmans top customer satisfaction study

By Dan Ochwat - 02/25/2020
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As if H-E-B, Trader Joe’s and Wegmans weren’t flying high enough after finishing tops in dunnhumby’s nationwide consumer study, the three have resurfaced at the top of another consumer satisfaction index. 

The latest retail report from the American Customer Satisfaction Index took the temperature of consumers, rating the customer satisfaction levels of both traditional and online retailers, including department and discount stores, specialty retail, drug stores, supermarkets, and e-commerce retailers.

Looking specifically at the supermarket category, Trader Joe’s, which stood alone in last year’s index, now shares the lead with H-E-B and Wegmans, the former of which climbed the highest in the rankings just as it did in the dunnhumby report.

In the dunnhumby index, H-E-B dethroned Trader Joe’s which fell to second place and Wegmans landed in the top 5. The dunnhumby report said the strengths of Trader Joe’s and H-E-B’s private brand assortment is one of the reasons the grocers stood so high over the others.

The same likely can be said for the ACSI report, as the leading retailers all have strong private brand programs. The scoring rates the company on a scale of 0 to 100 and H-E-B, Trader Joe’s and Wegmans all scored an 84. Aldi, Costco and Publix fell right below that with a score of 83.

By comparison, Walmart placed last with a score of 73 and Albertsons ranked just above that at 75.

In other areas of retail:

  • In the department and discount stores category, Costco placed first for the fourth year in a row with a score of 84 just ahead of Walmart’s Sam’s Club. 
  • Larger chains don’t fare as well in the drug stores category, with CVS scoring only a 78, and Walgreens below that at 75, tied with Albertsons and Rite Aid.
  • Amazon topped the list of e-tailers with a score of 81 but did improve from the year before by climbing more than a percent.

The American Customer Satisfaction Index has been published out of Ann Arbor, Mich., for 25 years, measuring customer satisfaction levels across 46 industries and 10 economic sectors.

Download the full report here.

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