Trader Joe's has retained its ranking as shoppers' favorite grocery store for the third year in a row due to its diverse selection and exceptionally friendly service. In a recent Market Force Information study of more than 7,200 consumers, Publix ranked a close second, followed by Aldi in third place.
In the survey, shoppers were asked to rate their satisfaction with their most recent grocery buying experience and the likelihood to refer that grocer to others. Trader Joe's was ranked No. 1 out of 14 grocery chains, with a score of 78 percent on the composite loyalty index. Publix ranked second at 74 percent. Aldi, Hy-Vee and H-E-B round out the top five in sequential order.
Although Publix and Trader Joe's led in many areas including cashier courtesy, speedy checkouts and cleanliness, Aldi, WinCo Foods and Costco led in the value category. ShopRite was ranked highest for sales and promotions, while H-E-B, Hy-Vee and Kroger also performed well in many areas.
Many of these grocers also showed up on the fifth annual Temkin Experience Ratings survey. In fact, Publix, Aldi and H-E-B earned the highest scores for the best customer experience among 293 companies and 20 industries. Trader Joe's and Hannaford also made the top 12.
"In the fiercely competitive grocery industry, customer satisfaction is the one measure that can tell you if you're delivering on your brand promise or falling short," said Cheryl Flink, chief strategy officer for Market Force. "Our research revealed that one in eight shoppers were disappointed with their most recent visit to their primary grocer, leaving ample room for improvement. This is especially impactful when you consider that delighted customers are 2.4 times more likely to recommend their grocer to others."
Other findings from the study show that 48 percent of consumers prefer to buy organic when given the choice, and the sales of prepared foods are up to 28 percent, a 10 percent increase from 2014. In addition, mobile is picking up speed, with 39 percent of consumers using a grocery app for coupons to scan bar codes or build lists.
Finally, while only 5 percent of shoppers have tried click-and-collect, 75 percent were highly satisfied with the experience and more than half are repeat users.
-See this Market Force press release
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