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Report: Publix, Aldi, H.E.B. and Winn-Dixie tops in customer experience


Waban, Mass. -- Research released Monday by Temkin Group, which ranked the customer experience at 206 large companies across 18 industries, found that several grocers are offering excellent customer service.

According to the 2012 Temkin Experience Ratings, Publix earned the top spot in the grocery industry and is the second overall company across all 206 companies in the study. Aldi, H.E.B. and Winn-Dixie also scored very well. These four grocery chains received "excellent" customer experience ratings, a level that was only earned by eight companies across all 18 industries.

The overall grocery industry earned the top spot out of 18 industries, slightly higher than fast food chains and retailers but well ahead of other industries. The majority of the grocery chains earned "good" ratings. Piggly Wiggly, which is the lowest scoring grocery chain, earned an "okay" rating.

"Grocery chains are doing a good job of meeting their customers' needs," said Bruce Temkin, author of the report and managing partner of Temkin Group.

The Temkin Experience Ratings evaluated functionality, accessibility and customer emotional interaction with the company. Publix received the highest Functional rating, Publix and Aldi received the highest Accessible ratings, and Publix, Aldi, and Winn-Dixie received the highest Emotional ratings.

Piggly Wiggly received the lowest scores in all three experience dimensions.

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