Grocers Earn High Customer Service Marks: Survey
A Temkin Group survey of 10,000 U.S consumers, examining 235 companies across 19 industries, found that grocery chains, retailers and fast-food chains earned the highest average Temkin Customer Service Ratings, while TV service providers, Internet service providers, wireless carriers and health plans earned the lowest.
Those surveyed were asked to rate how satisfied they were with recent customer service experiences on a seven-point scale, from one (very dissatisfied) to seven (very satisfied). Temkin took the percentage of consumers that gave a rating of six or seven and subtracted the percentage that gave a rating of one, two or three.
Food retailers that garnered top rankings were Costco, H-E-B and Trader Joe’s (all with a ranking of 8); Publix and Hy-Vee (both with a ranking of 12); and Sam’s Club (15). Also on the list were Kroger (36), Whole Foods (44), Safeway (51), Albertsons (56), Target and Winn-Dixie (both 66), Stop & Shop (92), and Food Lion (136).
Additionally, looking at year-over-year results for the 171 companies that were in both the 2012 and 2013 ratings, the Waban, Mass.-based customer experience research and consulting firm found that Piggly Wiggly (24) experienced a double-digit increase in its rating, while Giant Eagle (136) saw a double-digit decline.
Results of the 2013 Temkin Customer Service Ratings are available online.