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Supermarkets

Strategic analytics and insights to help grocery stores understand and drive buyer behavior

Capture the voice of the customer to improve satisfaction and achieve results.

SUPERMARKETS

With customers returning to stores—but also shopping more online—supermarkets are tasked with ensuring a satisfying, seamless experience no matter how their customers choose to shop. ACSI helps supermarkets capture the voice of the customer and apply state-of-the art predictive technology to improve customer satisfaction with the greatest impact on profitability.

At a glance:

Supermarkets

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2024

  • Companies:

    19 major companies, plus aggregate of smaller stores

Supermarkets

Satisfaction Benchmarks by Company
Company 2023 2024 % Change
Supermarkets 76 79 4%
Costco 82 85 4%
H-E-B 81 85 5%
Publix 82 85 4%
Trader Joe’s 84 84 0%
Sam’s Club (Walmart) 79 83 5%
BJ’s Wholesale Club 79 82 4%
Target 79 82 4%
Wegmans 80 82 3%
Whole Foods (Amazon) 79 82 4%
Aldi 80 81 1%
Meijer 75 80 7%
ShopRite 75 80 7%
Albertsons Companies 74 78 5%
Hy-Vee 76 78 3%
Ahold Delhaize 74 77 4%
Kroger 76 77 1%
Giant Eagle 73 76 4%
Save A Lot 75 75 0%
Walmart 71 74 4%
All Others 76 79 4%


Customer Experience Benchmarks Year-Over-Year Industry Trends
Benchmarks 2023 2024
Convenience of store hours 82 86
Ease of pickup process 86 86
Accuracy of order fulfillment for pickup 82 85
Convenience of store location 82 85
Quality of mobile app 83 85
Ability to provide brand names 80 84
Quality and freshness of meat and produce 80 84
Reliability of mobile app (minimal down time, crashes, lags) 82 84
Website satisfaction 80 84
Layout and cleanliness of store 81 83
Speed of order readiness for pickup 82 83
Variety and selection of merchandise 78 82
Availability of merchandise (inventory stocks) 75 81
Courtesy and helpfulness of staff 78 81
Quality of pharmacy services 75 81
Frequency of sales and promotions 75 80
Call center satisfaction 76 79
Speed of checkout process 76 78


Industry averages are weighted by companies’ market shares.
2024 results based on data collected January – December 2023

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