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Hardware retailer, discounter tops in retail customer experience rankings

BY Marianne Wilson

It’s a tie.

Ace Hardware and Dollar Tree tied for the top spot in the retail industry, with an 82% score, in the 2018 Temkin Experience Ratings, an annual customer experience benchmark of companies based on a survey of 10,000 U.S. consumers. Along with landing the top spot in the retail industry, Ace Hardware and Dollar Tree placed 7th overall out of 318 companies across 20 industries. (Wegmans, with an 86% score, was No. 1 in the supermarket industry and the overall rankings.)

Overall, the retail industry averaged a 74% rating in the 2018 Temkin Experience Ratings and came in third place out of 20 industries.

“Ace Hardware and Family Dollar lead a strong group of retailers. In fact, more than three-quarters of retailers earned good or excellent scores,” said Bruce Temkin, managing partner of Temkin Group.

The ratings of all retailers in the 2018 Temkin Experience Ratings are as follows:

• Ace Hardware: 82%
• Dollar Tree: 82%
• Family Dollar: 81%
• BJ’s Wholesale Club: 80%
• Amazon.com: 79%
• Menards: 79%
• PetSmart: 79%
• True Value: 78%
• Walgreens: 78%
• Dollar General: 78%
• Staples: 77%
• Sam’s Club: 77%
• Home Depot: 77%
• QVC: 76%
• eBay: 76%
• O’Reilly Auto Parts: 76%
• Bed Bath & Beyond: 76%
• Bath & Body Works: 76%
• Advance Auto Parts: 76%
• Barnes & Noble: 76%
• Costco: 75%
• Rite Aid: 75%
• Kohl’s: 75%
• JCPenney: 75%
• T.J. Maxx: 75%
• Dick’s Sporting Goods: 74%
• Lowe’s: 74%
• Target: 73%
• Office Depot: 73%
• 7-Eleven: 73%
• Etsy: 72%
• AutoZone: 72%
• Ross: 72%
• Old Navy: 72%
• CVS: 71%
• Michael’s: 71%
• Nordstrom: 71%
• Toys ‘R’ Us: 71%
• Gap: 69%
• Marshalls: 69%
• GameStop: 69%
• Wal-Mart: 69%
• Best Buy: 68%
• Macy’s: 67%
• Apple Retail Store: 67%
• Kmart: 67%
• Sears: 66%
• Foot Locker: 65%
• Office Max: 65%

The 2018 Temkin Experience Ratings evaluates 318 companies across 20 industries: airlines, auto dealers, banks, computer & tablet makers, credit card issuers, fast food chains, health plans, hotels & rooms, insurance carriers, investment firms, parcel delivery services, rental cars & transport, retailers, software firms, streaming media, supermarket chains, TV & appliance makers, TV/Internet service providers, utilities, and wireless carriers.

Temkin Group then averaged these three scores to produce each company’s Temkin Experience Rating.

In these ratings, a score of 70% or above is considered “good,” and a score of 80% or above is considered “excellent,” while a score below 60% is considered “poor.”

The 2018 Temkin Experience Ratings can be accessed at TemkinRatings.com.

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This supermarket is tops in customer experience across all industries…

BY Marianne Wilson

Wegmans delivers the best customer experience — and not just in the supermarket sector.

That’s according to the 2018 Temkin Experience Ratings, an annual customer experience benchmark of companies based on a survey of 10,000 U.S. consumers. With a score of 86%, Wegmans not only received the highest score in the supermarket industry, it received the highest score in the entire Ratings – ranking No. 1 out of 318 companies across 20 industries.

Similarly, H-E-B and Publix earned the second highest scores for both the supermarket industry and the Ratings overall, each with a score of 83%. Aldi and Wawa Food Markets – each of which scored 82% and tied for 7th overall – also ranked in the top 10 rankings across all industries.

Overall, supermarkets earned some of the highest scores in the entire Ratings. The supermarket industry averaged a 79% rating, and came in first place out of 20 industries. (TV/Internet service and health plans were the lowest scoring industries.)

“Supermarkets have been the highest-scoring industry since 2012, and this year was no different,” said Bruce Temkin, managing partner of Temkin Group. “But the leadership has changed, as Wegmans jumped over H-E-B to earn the top spot.”

Here are the ratings of all supermarkets in the 2018 Temkin Experience Ratings:

• Wegmans: 86%
• H-E-B: 83%
• Publix: 83%
• Aldi: 82%
• Wawa Food Markets: 82%
• Trader Joe’s: 81%
• ShopRite: 81%
• Save-a-lot: 80%
• Food Lion: 80%
• Meijer: 79%
• Kroger: 79%
• Hy-Vee: 79%
• Winn-Dixie: 79%
• Albertsons: 78%
• Safeway: 77%
• Piggly Wiggly: 77%
• Stop & Shop: 76%
• Vons: 75%
• Giant Eagle: 74%
• Bi-Lo: 73%
• Hannaford: 72%
• Whole Foods: 72%
• AmazonFresh: 67%

Now in its eighth year of publication, the 2018 Temkin Experience Ratings is the most comprehensive benchmark of customer experience in the industry, evaluating 318 companies across 20 industries: airlines, auto dealers, banks, computer & tablet makers, credit card issuers, fast food chains, health plans, hotels & rooms, insurance carriers, investment firms, parcel delivery services, rental cars & transport, retailers, software firms, streaming media, supermarket chains, TV & appliance makers, TV/Internet service providers, utilities, and wireless carriers.

The 2018 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, TemkinRatings.com.

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Albertsons in big push of meal kits

BY Marianne Wilson

Albertsons Companies is ramping up its Plated meal kit business — and is even bringing Instacart into the act.

The grocery giant said it plans to roll out meal kits from Plated, which Albertsons acquired in 2017, to hundreds of its stores this year. As part of the rollout, the kits will also available for same-day online ordering and home delivery in as little two hours via Instacart, as well as for in-store pickup via Albertson’s click-and-collect service.

“Since partnering with Albertsons Companies last year, we’ve accelerated our growth and are thrilled to bring an elevated culinary experience to more people in more ways,” said Josh Hix, co-founder and CEO of Plated. “Today we’re announcing that in addition to our subscription offering, customers near hundreds of Albertsons Companies stores will be able to pick up last-minute or order online for on demand delivery.”

Currently, Plated is available in 40 stores operated by Albertsons in two major markets: 20 Safeway stores in Northern California and 20 Jewel-Osco stores in the Chicago area. By the end of 2018, the meal kits will be available at select Albertsons, Safeway, Vons, Jewel-Osco, Shaw’s, Acme, Tom Thumb, Randalls, United Supermarkets, Pavilions, Star Market, and Haggen locations across the country.

Meal kits are a growing business with plenty of potential. It’s estimated that less than 20% of American consumers have tried a meal kit, according to Albertsons. Walmart plans to roll out meal kits to some 2,000 stores this year. The expansion comes after Walmart introduced the kits in some 250 stores.

And subscription-based Blue Apron, which has been challenged by growing competition and distribution problems, plans to start selling its kits in supermarkets.

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