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H-E-B and Wegmans Food Markets were among the companies to receive a Net Promoter Score (NPS) of 55 or higher in a new research report from customer experience research and consulting firm Temkin Group. Based on a study of 10,000 U.S. consumers, "Net Promoter Score Benchmark Study, 2015" measures the likelihood that consumers will recommend a company to friends or family members, using a scoring range from -100 to +100.
Other supermarkets to appear in the report included Albertsons, Aldi, Food Lion, Giant Eagle, Hannaford, Hy-Vee, Kroger, Piggly Wiggly, Publix, Safeway, Save-A-Lot, ShopRite, Stop & Shop, Trader Joe's, Vons, Whole Foods and Winn-Dixie, with an industry average NPS of 33. The benchmark study, now in its fifth year, provides data on 291 companies across 20 industries.
"Net Promoter Scores can provide a strong indication of your relationship with customers," noted Bruce Temkin, managing partner of Temkin Group. "Like any customer metric, NPS is only valuable when it's used to drive improvements."
The research additionally found that supermarkets were among the top-scoring industries, and that H-E-B and Wegmans had scored more than 25 points above their peers, while Food Lion had improved its score by more than 15 points.
Further, in the recently released 2015 Temkin Customer Service Ratings, supermarkets were among the higher scorers, with Aldi (74 percent), Trader Joe's (74 percent), Publix (73 percent), H-E-B (71 percent) and Whole Foods Market (67 percent) performing particularly well.