Supermarkets

The ACSI has over 25 years of experience analyzing customer satisfaction with supermarket chains serving the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about their recent experiences shopping at grocery stores. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Supermarket Benchmarks »

ACSI Retail and Consumer Shipping Report 2020-2021 »

Supermarket Customer Experience Benchmarks

Unique to the supermarket industry, the ACSI captures customer opinions about critical elements of the grocery shopping experience, including:

    • Store layout and cleanliness
    • Checkout speed
    • Staff courtesy and helpfulness
    • Store locations
    • Store hours
    • Sale and promotion frequency
    • Merchandise variety and selection
    • Ability to provide brand names
    • Merchandise availability
    • Pharmacy service quality
    • Meat and produce quality
    • Quality of mobile app
    • Reliability of mobile app
    • Call center
    • Website

The ACSI Client Advantage

Supermarket industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential supermarket industry data spanning more than 25 years, with over 30 data points per year for the largest grocery store chains in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Supermarket clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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