Wegmans ties for top customer satisfaction score in retail sector - syracuse.com

Wegmans is in a three-way tie for the top spot in the latest American Customer Satisfaction Index report on retail and consumer shipping.

Wegmans shares the lead in this year's index with Trader Joe's and Texas-based grocer H-E-B. All three chains scored 84 out of 100 on the 2019-2020 index, which was released Tuesday.

The chains not only shared the top spot among grocery stores, but scored the highest for satisfaction across the entire retail sector.

The current report was marked largely by stability. Half of retail sectors measured in the index showed no change in their satisfaction scores.

Online retail was the only overall sector to improve. Its score rose 1.3 percent to 81, according to the index.

“Customers continue to chase the best, most convenient shopping experience available, and right now online is king,” David VanAmburg, managing director at the index, said in a news release. “Customers can find what they need more easily and aren’t pestered by salespeople. When you look at online versus brick and mortar head-to-head, online wins every time.”

Even though Wegmans topped this year's index, its new score actually declined 1 percent from the previous year. Trader Joe's score dropped 2 percent and H-E-B's rose 2 percent.

Wegmans recently landed near the top of Fortune magazine’s list of the best companies to work for once again. Wegmans was third on this year’s list, released earlier in February.

The company has been on the list every year of its existence.

The retail satisfaction index was based on interviews with over 85,000 customers. You can get the full report online.

Contact Kevin Tampone anytime: Email | Twitter | Facebook | 315-282-8598

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Wegmans ties for top customer satisfaction score in retail sector - syracuse.com
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