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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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