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Publix, Trader Joe’s lead grocers in customer satisfaction: reportPublix, Trader Joe’s lead grocers in customer satisfaction: report
Sam’s Club made the biggest year-over-year jump, thanks to tech
2 Min Read
After spiking 4% last year, customer satisfaction with supermarkets has remained steady with a score of 79.Getty Images and Trader Joe's
As grocers continue searching for the right formula to satisfy customers both in-store and online, customer satisfaction in the retail sector rose 0.4%, reaching a score of 78.3, according to the American Customer Satisfaction Index Retail and Consumer Shipping Study 2025, released Tuesday. The American Customer Satisfaction Index measures and analyzes customer satisfaction in about 40 industries.
The biggest news for grocery?
After spiking 4% last year, customer satisfaction with supermarkets has remained steady with a score of 79. Trader Joe’s and Publix tied for the No. 1 spot with a score of 84. Sam’s Club (83), Wegmans (83), H-E-B (82), and Whole Foods (82) rounded out the top five. Publix was also named Supermarket News’ Retailer of the Year in 2024.
Sam’s Club thrives with tech
Sam’s Club led the general merchandise retailers, thanks to its Scan & Go functionality on its app and receipt verification tech at its exits. The retailer also opened a cashierless store in Grapevine, Texas, late last year.
By the numbers
Only three grocers saw satisfaction gains year over year: Ahold Delhaize, up 1% to 78, Kroger (up 1% to 78), and Walmart (up 1% to 75.) Improvements in quality and value drove those increases, the report said. Costco (81) and BJ’s Wholesale Club (77) suffered the biggest slides with consumers at 5% and 6%, respectively
Giant Eagle dropped 3% and into last place among grocers surveyed with a score of 74
What do consumers want? Easy pickup, convenient store hours and locations, and quality mobile apps scored 84, leading the customer experience categories
What don’t consumers want? Frequent promotions (79), slow checkout speed (78), and disruptions from call centers (76) generated the worst marks
In their own words
“Though there wasn’t much movement in retail customer satisfaction overall, we’re seeing a clear divide emerge between brands that are meeting the needs and expectations of younger consumers versus those that are falling behind.” —Forrest Morgeson, assistant professor of Marketing at Michigan State University and director of Research Emeritus at ACSI
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