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
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2023
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Companies:
20 major companies, plus aggregate of smaller stores
Satisfaction Benchmarks by Company
| First Hidden Column | Company | 2022 | 2023 | % Change |
|---|---|---|---|---|
| 0 | Supermarkets | 76 | 76 | 0% |
| 1 | Save A Lot | 74 | 75 | 1% |
| 1 | Target | 77 | 79 | 3% |
| 1 | Giant Eagle | 76 | 73 | -4% |
| 1 | Meijer | 76 | 75 | -1% |
| 1 | Albertsons Companies | 71 | 74 | 4% |
| 1 | Walmart | 70 | 71 | 1% |
| 1 | Costco | 81 | 82 | 1% |
| 1 | Sam’s Club (Walmart) | 79 | 79 | 0% |
| 1 | Kroger | 77 | 76 | -1% |
| 1 | Trader Joe’s | 85 | 84 | -1% |
| 1 | Wegmans | 81 | 80 | -1% |
| 1 | Whole Foods (Amazon) | 76 | 79 | 4% |
| 1 | Publix | 80 | 82 | 3% |
| 1 | ShopRite | 76 | 75 | -1% |
| 1 | Southeastern Grocers | 75 | 74 | -1% |
| 1 | H-E-B | 82 | 81 | -1% |
| 1 | Hy-Vee | 77 | 76 | -1% |
| 1 | Ahold Delhaize | 76 | 74 | -3% |
| 1 | Aldi | 81 | 80 | -1% |
| 1 | BJ’s Wholesale Club | 78 | 79 | 1% |
| 1 | All Others | 76 | 76 | 0% |
2023 results based on data collected January – December 2022.
Supermarket Benchmarks
Customer Experience Benchmarks Year-over-Year Industry Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Ease of pickup process* | NM | 86 |
| Quality of mobile app | 82 | 83 |
| Accuracy of order fulfillment for pickup* | NM | 82 |
| Convenience of store hours | 81 | 82 |
| Convenience of store location | 81 | 82 |
| Reliability of mobile app (minimal down time, crashes, lags) | 82 | 82 |
| Speed of order readiness for pickup* | NM | 82 |
| Layout and cleanliness of store | 80 | 81 |
| Ability to provide brand names | 79 | 80 |
| Quality and freshness of meat and produce | 79 | 80 |
| Website satisfaction | 80 | 80 |
| Courtesy and helpfulness of staff | 78 | 78 |
| Variety and selection of merchandise | 79 | 78 |
| Call center satisfaction | 75 | 76 |
| Speed of checkout process | 76 | 76 |
| Availability of merchandise (inventory stocks) | 76 | 75 |
| Frequency of sales and promotion | 76 | 75 |
| Quality of pharmacy services | 72 | 75 |
Industry averages are weighted by companies’ market shares.
* Not measured previous year