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Study: Publix and H-E-B Have the Most Loyal Customers
Based on a study of 10,000 U.S consumers, Publix, H-E-B, and USAA earned the highest Temkin Loyalty Index.
Lindsey Wojcik
January 1, 2018
2 Min Read
Publix and H-E-B and Wawa Food Markets were among the supermarket retailers that ranked in the top five in the Temkin Group's second annual Temkin Loyalty Index (TLi). The TLi is a comprehensive evaluation of customer loyalty for 294 companies across 20 industries.
Based on a study of 10,000 U.S consumers, Publix, H-E-B, and USAA earned the highest TLi, while Comcast, Motel 6, and Anthem earned the lowest. Piggly Wiggly, Food Lion, Wegmans, Alid and ShopRite were among other supermarket retailers that topped the list of organizations with the highest levels of customer loyalty.
"Customer loyalty is getting even harder to earn, but it's worth the effort if you get it right," says Bruce Temkin, managing partner of Temkin Group.
The research found that the average TLi for all 20 industries declined between 2015 and 2016. Banks and investment firms declined the least, while TV service providers and fast food restaurants experienced the most severe declines.
Here are some additional findings from the 2016 TLi:
Supermarkets are the only industry with an average TLi in the "strong" range. At the other end of the spectrum, TV service providers, Internet service providers, health plans and wireless carriers are in "weak" range.
The loyalty levels that are most above their industry average include: USAA (banks, credit cards, and insurance), Mercedes-Benz, Alabama Power Company, Amazon (Kindle), Kaiser Permanente, Chick-fil-A and Morgan Stanley Smith Barney.
The loyalty levels that are most below their industry average include: Motel 6, Citibank, Compaq, Super 8, Volkswagen, McDonalds, Fujitsu and Days Inn.
The largest loyalty improvement from 2015 includes: Con Edison of NY, Morgan Stanley Smith Barney, Mercedes-Benz and Residence Inn.
The largest loyalty decline from 2015 includes: Motel 6, JetBlue Airlines, GM and Starbucks.
Temkin Group's TLi is based on evaluating consumers' likelihood to do these five things: repurchase from the company, recommend the company to others, forgive the company if it makes a mistake, trust the company and try new offerings from the company.
The report "2016 Temkin Loyalty Index" can be downloaded for free from the Customer Experience Matters blog as well as from the Temkin Group.
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