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
Benchmarks by Industry
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.
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% |