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H-E-B, Publix and Trader Joe's took three of the top four spots in the 2015 Temkin Emotion Ratings, which measure how customers feel about their interactions with 293 companies across 20 industries. Other high scorers in the grocery sector included Aldi and Hy-Vee.
To arrive at the ratings, Waban, Mass.-based customer experience research and consulting firm Temkin Group asked 10,000 U.S. consumers to rate their recent interactions with companies on a scale ranging from "upset" (1) to "delighted" (7).
"It's clear that consumers often feel poorly after interacting with TV service providers and internet service providers, but they enjoy many interactions with supermarkets, fast-food restaurants and retailers," noted Temkin Group Managing Partner Bruce Temkin.
In keeping with Temkin's observation, supermarkets, fast-food chains, retailers, parcel delivery services, and hotels earned average scores of "good," while TV service providers and Internet service providers earned average ratings of "very poor." Bi-Lo (now Southeastern Grocers), however, was one of the companies to earn a rating 12 or more points below their industry averages.
The 2015 Temkin Emotion Ratings, a component of the overall Temkin Experience Ratings, is in its fifth year of publication.