Wawa Recognized for Customer Experience

By 
Steve Holtz, Editor in Chief, CSP Daily News

wawa

WAWA, Pa. -- The Wawa convenience-store chain has earned a spot among some of the most respected supermarket chains in the United States for its customer experience.

Wawa tied for a No. 7 spot on the 2018 Temkin Experience Ratings and a No. 3 spot among supermarkets. The Temkin Experience Ratings are an annual customer-experience benchmark of companies based on a survey of 10,000 U.S. consumers.

Supermarkets accounted for nine of the top 20 brands on the list, inspiring Temkin Ratings to pull out a supermarket-only list, led by Wegmans, H-E-B and Publix.

"Supermarkets have been the highest-scoring industry since 2012, and this year was no different," said Bruce Temkin, managing partner of Temkin Group, Waban, Mass., "but the leadership has changed, as Wegmans jumped over H-E-B to earn the top spot."

Here's a look at the top chains on the supermarket list ...

No. 1: Wegmans

wegmans

With a score of 86%, Wegmans not only received the highest score in the supermarket industry, but it also received the highest score in the entire ratings, ranking first out of 318 companies in 20 industries.

Wegmans Food Markets Inc. is a 95-store supermarket chain based in Framingham, Mass., with stores in New York, Pennsylvania, New Jersey, Virginia, Maryland and Massachusetts.

No. 2: H-E-B and Publix (tie)

publix and heb

H-E-B and Publix earned the second highest scores for both the supermarket industry and the ratings overall, each with a score of 83%.

San Antonio-based H-E-B operates more than 340 stores in Texas and Mexico.

Lakeland, Fla.-based Publix operates 1,172 stores in six southeastern states.

No. 3: Aldi and Wawa (tie)

aldi and wawa

Aldi and Wawa each scored 82% and tied for seventh overall.

Batavia, Ill.-based Aldi operates more than 1,750 U.S. stores in 35 states.

Based in Wawa, Pa., Wawa operates about 730 stores in six states. The chain ranked No. 11 in a year-end update of CSP’s 2017 Top 202 list of the largest c-store chains in the United States.

Nos. 4-15

trader joes
  • Trader Joe's: 81%
  • ShopRite: 81%
  • Save-a-lot: 80%
  • Food Lion: 80%
  • Meijer: 79%
  • Kroger: 79%
  • Hy-Vee: 79%
  • Winn-Dixie: 79%
  • Albertsons: 78%
  • Safeway: 77%
  • Piggly Wiggly: 77%
  • Stop & Shop: 76%
  • Vons: 75%
  • Giant Eagle: 74%
  • BI-LO: 73%

7-Eleven

7-eleven

The only other convenience-store chain on the Temkins list is 7-Eleven Inc., Irving, Texas, which ranked No. 95 overall with a score of 73%.

The Temkin Experience Ratings is based on consumer feedback about their recent interactions with companies. Temkins asks consumers to rate three components of the experience—success, effort and emotion—on a 7-point scale. For each component, it takes the percentage of consumers that gave a rating of 6 or 7 and subtracts the percentage that gave a rating of 1, 2 or 3. This results in a “net goodness” rating for each of the three components. The overall Temkin Experience Rating is an average of the three “net goodness” percentages.