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Supermarkets keep the course on buyer satisfaction

After declining with the outbreak of COVID-19, buyer satisfaction with supermarkets and different retailers remained largely steady in 2021, in accordance with the American Buyer Satisfaction Index (ACSI).

The ACSI Retail and Client Delivery Report 2021-2022 relies on interviews with 36,517 US customers. Retailers are rated on a scale of 0-100 primarily based on a variety of customer support standards, similar to retailer location and hours of operation, courtesy and helpfulness of workers, format and cleanliness of the shop, the provision of the products, the standard of the merchandise, the velocity of cost, the frequency of gross sales and promotions. , and web site. Six retail sectors have been examined, together with supermarkets, division and low cost shops, pharmacies, specialty retail shops, on-line retailers and gasoline stations.

General, buyer satisfaction with the retail sector fell 0.5% to an ACSI rating of 75.1 in 2021, from 75.5 in the 2020 research. Solely on-line retailers and gasoline stations noticed their satisfaction scores drop for 2021, famous ACSI, primarily based in Ann Arbor, Michigan.

The grocery store phase remained at 76 in 2021 after falling from a rating of 78 in 2019 to 76 in 2020. Six of the 20 grocery chains on ACSI’s checklist achieved larger scores in 2021, whereas seven maintained their score from the earlier yr. Seven channels noticed their scores drop.

Dealer Joe’s once more led the grocery store sector – and the retail business as an entire – with a buyer satisfaction rating of 85, up from 84 in 2020 and 2019. Texas grocer HEB got here in second amongst supermarkets with a rating of 82, the identical as in 2020 and better than some other retailer within the ACSI report besides on-line retailer Etsy, which additionally had a rating of 82.

Aldi at 81 (80 in 2020), Costco Wholesale at 81 (82 in 2020), Wegmans Meals Markets at 81 (82 in 2020), Publix Tremendous Markets at 80 (82 in 2020), Sam’s Membership at 79 (80 in 2020 ), BJ’s Wholesale Membership at 78 (as in 2020), Hy-Vee at 77 (78 in 2020) and Kroger at 77 (76 in 2020).

Large Eagle got here in at No. 13 on the grocery store checklist, however noticed the phase’s largest enhance in ACSI rating, rising to 76 in 2021 from 72 in 2020. Southeastern Grocers, at No. 17, noticed the one different multipoint achieve, together with his rating climbing to 75 in 2021 from 73 in 2020.


In 2021, supermarkets noticed enhancements in seven out of 15 customer support standards, together with cellular app high quality and reliability, retailer format and cleanliness, web site satisfaction, selection and choice of items, velocity of cost and high quality of pharmaceutical providers. Apparently, grocery shops noticed no declines within the different eight buyer expertise benchmarks, sustaining their scores from 2020.

“Cool stability. That is the easiest way to explain the retail business right this moment,” mentioned David VanAmburg, ACSI’s Managing Director. “Gasoline stations have been hit by inflation for apparent causes, however as we transfer into the third yr of the pandemic, on-line retail is the one business experiencing a drop in satisfaction. Pharmacies are literally seeing an uptick whereas different retailers are flat throughout the board. If I needed to guess, I would say that whereas clients are most likely annoyed with extra frequent product delays and restricted stock, they’ve additionally adjusted their expectations on the similar time. This persistence bodes nicely for retailers.

By phase, e-tailers and specialty retailers had the best buyer satisfaction scores for 2021 at 77, with a drop of 1 level on-line and specialty flat from 2020. Subsequent come supermarkets and pharmacies at 76 (with pharmacies up one level from one a yr in the past), division and low cost shops at 75 (similar as in 2020) and gasoline stations at 68 (down three factors from to 2020). Client delivery suppliers have been additionally rated within the research, with a rating of 74 for 2022, down two factors from 2021.

Prime finishers in different retailer classes have been Costco (81), Nordstrom (79), Kohl’s (78), Sam’s Membership (78), and Goal (78) for division and low cost shops; CVS (76), Kroger (75), Walgreens (74), Albertsons Cos. (73) and Ceremony Help for pharmacies; Nike (81), Pastime Foyer (80), TJX (80) and – tied at 79 – Bass Professional Retailers, L Manufacturers and PVH for specialty shops; and Etsy (82), Nordstrom (81), Macy’s (80) and Costco (79) for on-line retailers, with 5 others tied at 78 (Amazon, Dell, Kohl’s, Nike and Goal).

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