Supermarkets
Strategic analytics and insights to help grocery stores understand and drive buyer behavior
Capture the voice of the customer to improve satisfaction and achieve results.
SUPERMARKETS
With customers returning to stores—but also shopping more online—supermarkets are tasked with ensuring a satisfying, seamless experience no matter how their customers choose to shop. ACSI helps supermarkets capture the voice of the customer and apply state-of-the art predictive technology to improve customer satisfaction with the greatest impact on profitability.
At a glance:
Supermarkets
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2024
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Companies:
19 major companies, plus aggregate of smaller stores
Supermarkets
Satisfaction Benchmarks by Company
| Anchor Link | Company | 2023 | 2024 | % Change |
|---|---|---|---|---|
| Supermarkets | 76 | 79 | 4% | |
| #costco | Costco | 82 | 85 | 4% |
| #h-e-b | H-E-B | 81 | 85 | 5% |
| #publix | Publix | 82 | 85 | 4% |
| #trader-joes | Trader Joe’s | 84 | 84 | 0% |
| #sams-club-walmart | Sam’s Club (Walmart) | 79 | 83 | 5% |
| #bjs-wholesale-club | BJ’s Wholesale Club | 79 | 82 | 4% |
| #target | Target | 79 | 82 | 4% |
| #wegmans | Wegmans | 80 | 82 | 3% |
| #whole-foods-amazon | Whole Foods (Amazon) | 79 | 82 | 4% |
| #aldi | Aldi | 80 | 81 | 1% |
| #meijer | Meijer | 75 | 80 | 7% |
| #shoprite | ShopRite | 75 | 80 | 7% |
| #albertsons-companies | Albertsons Companies | 74 | 78 | 5% |
| #hy-vee | Hy-Vee | 76 | 78 | 3% |
| #ahold-delhaize | Ahold Delhaize | 74 | 77 | 4% |
| #kroger | Kroger | 76 | 77 | 1% |
| #giant-eagle | Giant Eagle | 73 | 76 | 4% |
| #save-a-lot | Save A Lot | 75 | 75 | 0% |
| #walmart | Walmart | 71 | 74 | 4% |
| All Others | 76 | 79 | 4% |
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Convenience of store hours | 82 | 86 |
| Ease of pickup process | 86 | 86 |
| Accuracy of order fulfillment for pickup | 82 | 85 |
| Convenience of store location | 82 | 85 |
| Quality of mobile app | 83 | 85 |
| Ability to provide brand names | 80 | 84 |
| Quality and freshness of meat and produce | 80 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 82 | 84 |
| Website satisfaction | 80 | 84 |
| Layout and cleanliness of store | 81 | 83 |
| Speed of order readiness for pickup | 82 | 83 |
| Variety and selection of merchandise | 78 | 82 |
| Availability of merchandise (inventory stocks) | 75 | 81 |
| Courtesy and helpfulness of staff | 78 | 81 |
| Quality of pharmacy services | 75 | 81 |
| Frequency of sales and promotions | 75 | 80 |
| Call center satisfaction | 76 | 79 |
| Speed of checkout process | 76 | 78 |
Industry averages are weighted by companies’ market shares.
2024 results based on data collected January – December 2023