H-E-B, Publix, Trader Joe’s Have Most Loyal Customers: Study
H-E-B, Publix and Trader Joe's are among the companies with the most loyal customers, while Bi-Lo lagged far behind in customer loyalty, according to the 2015 Temkin Loyalty Index (TLi), an evaluation of consumers' loyalty to large companies,
H-E-B ranked second, with a score of 73 percent, and Publix and Trader Joe's tied for third place, at 72 percent. Other retailers to show up on the index included Aldi and Hy-Vee (tied at seventh, with 70 percent); Kroger and Whole Foods Market (tied at 17th, with 67 percent); and Costco and Wegmans Food Markets (tied at 23rd, with 66 percent). By contrast, Bi-Lo scored more than 15 points below the supermarket industry averages.
The TLi, from Waban, Mass.-based Temkin Group, rated the loyalty of 10,000 U.S. consumers to 293 companies across 20 industries, based on the consumers' likelihood of repurchasing from the company, recommending it to others, forgiving it if it makes a mistake, trusting it and trying its new offerings.
At an industry level, the index found that supermarkets, fast-food chains and retailers have the highest loyalty levels, while TV service providers and internet service providers have the lowest.
"Only a few companies have truly strong levels of consumer loyalty, and it's scary how little loyalty has been earned by TV service and Internet service providers," noted Bruce Temkin, managing partner of Temkin Group.
The report can be downloaded from the Customer Experience Matters blog or the Temkin Group website.