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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:

    2021

  • Companies:

    20 major companies, plus aggregate of smaller stores

Satisfaction Benchmarks by Company

Supermarkets

Company 2020 2021 % Change
Supermarkets 76 76 0.0%
Trader Joe's 84 85 1%
H-E-B 82 82 0%
Aldi 80 81 1%
Costco 82 81 -1%
Wegmans 82 81 -1%
Publix 82 80 -2%
Sam's Club (Walmart) 80 79 -1%
BJ's Wholesale Club 78 78 0%
Hy-Vee 78 77 -1%
Kroger 76 77 1%
Target 77 77 0%
Ahold Delhaize 75 76 1%
All Others 75 76 1%
Giant Eagle 72 76 6%
Meijer 76 76 0%
ShopRite 76 76 0%
Whole Foods (Amazon) 77 76 -1%
Southeastern Grocers 73 75 3%
Save A Lot 74 74 0%
Albertsons Companies 71 71 0%
Walmart 71 70 -1%

Supermarket Benchmarks

Customer Experience Benchmarks Year-over-Year Industry Trends

Benchmarks 2020 2021
Quality of mobile app 79 82
Reliability of mobile app (minimal down time, crashes, lags) 79 82
Convenience of store hours 81 81
Convenience of store location 81 81
Layout and cleanliness of store 79 80
Website satisfaction 79 80
Ability to provide brand names 79 79
Quality and freshness of meat and produce 79 79
Variety and selection of merchandise 78 79
Courtesy and helpfulness of staff 78 78
Availability of merchandise (inventory stocks) 76 76
Frequency of sales and promotion 76 76
Speed of checkout process 75 76
Call center satisfaction 75 75
Quality of pharmacy services 71 72

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

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