Grocery Chains Score in Customer Experience Ratings

WABAN, Mass. — Five grocery chains led by Sam’s Club and Publix Super Markets scored highest in a new survey of customer experience ratings by Temkin Group here.

The research, based on a survey of 10,000 U.S. consumers in January, showed only eight companies among 18 industries delivering an excellent customer experience, but they included food retailers Sam’s Club, Publix, Aldi, Winn-Dixie and H.E. Butt Grocery Co.

Sam’s Club, with a overall top-scoring 85% rating by Temkin, also outperformed its peer group by 13%. Temkin said 76 companies (37% of the total) earned "poor" or "very poor" ratings.