Skip to content

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:

    2023

  • Companies:

    20 major companies, plus aggregate of smaller stores

Satisfaction Benchmarks by Company

Supermarkets
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

Connect With ACSI

Connect With ACSI

Want to get in touch with one of our experts? We’d love to hear from you.
Reach out to us using the form below.

I am interested in the following industries (select all that apply):