Survey: Trader Joe’s tops other grocers in customer service

Trader Joe’s bested all other food retailers when it comes to customer service, according to a new survey from data and consumer insights firm HundredX in partnership with Forbes.

The study, released Thursday, lists the top 300 brands in terms of customer service across a range of industries. The ranking is based on more than 4 million pieces of consumer feedback on over 3,000 businesses during the past year, HundredX said.

Monrovia, California-based Trader Joe’s came in at No. 5, just below USAA, REI, Chick-fil-A and, at No. 1, The UPS Store.

Lakeland, Florida-based grocer Publix Super Markets took 7th place, followed by Wegmans (24th), H-E-B-owned Central Market (35th), Albertsons-owned Market Street (37th) and H-E-B (54th).

Further down on the list is Hy-Vee (107), The Fresh Market (123), Natural Grocers (127), Whole Foods (133), Sam’s Club (144), Sprouts Farmers Market (167), Kroger-owned Harris Teeter (173), Ahold Delhaize-owned Martin’s (188), Target (204), Ingles (215), Piggly Wiggly (239), Stater Bros. (242), Albertsons-owned Tom Thumb (289) and Market Basket (292).

The report’s authors noted that scoring high marks for customer service correlates with a high likelihood that shoppers will become repeat customers.

“The Best Brands for Customer Service List takes a holistic view of service, examining a brand’s people, technology and processes from the eyes of the customer,” the report noted.

Brands earned their rankings based on scores for service speed, problem resolution, service provided and personal interaction.

Trader Joe’s has found growing success in the last year with its combination of low prices, a differentiated product assortment and, apparently, high-quality customer service.

Earlier this year, foot traffic data firm Placer.ai called Trader Joe’s “one of the breakthrough stories in retail in 2023.”

The grocer, which has more than 500 locations, averages up to three times as many visits per square foot as conventional grocers, even though a typical Trader Joe’s location is about a quarter the size of a standard supermarket, the report found.