Wegmans sinks in national customer satisfaction ratings
Wegmans has been knocked out of the top 10 in the latest customer satisfaction ratings, but it's still holding its own against big names.
Whether it's a "Great Place to Work" or a favored supermarket among consumers, Wegmans Food Markets tends to hang out at the top of national rankings and "Best of" lists. That's why its latest ranking in the American Customer Satisfaction Index is turning heads.
Wegmans had the biggest year-over-year drop in the latest ACSI ratings, where it was knocked out of the top 10 and landed at No. 15. Its rating, scored out of 100 points, fell from 83 to 78.
The Wegmans on Alberta Drive in Amherst. Wegmans' customer satisfaction rating has dropped.
Derek Gee/Buffalo News
Consumer satisfaction slipped in response to how the stores are laid out, courteousness of staff and cashier speed in the checkout line. The rankings came out before news broke about Wegmans using biometrics to identify shoppers at a New York City store and other locations it has refused to identify.
Wegmans said it listens to direct customer feedback through many channels, which is how it came up with Hot Zone pricing, testing new front end improvements and reinvesting in stores through remodels and upgrades. The company said it is committed to training workers and investing in the communities it serves.
"The grocery retail industry is a challenging and competitive space," Michele Mehaffy, a Wegmans spokesperson said in an email. "Our focus remains on our customers—not rankings—and on continually improving what matters most to them."
Still, Wegmans is holding its own against a slew of major national brands – a feat for any regional grocer.
Taking the top spot in the ACSI ratings this year was Trader Joe's, which was rated 84 out of 100, followed by Publix, H-E-B, Sam's Club and Aldi. Coming in at No. 5 was Costco – the warehouse club brand entering the Western New York market for the first time this August. It is followed by Whole Foods, ShopRite and Target. No-frills discounter Save-A-Lot beat out Wegmans at No. 14, while BJ's Wholesale Club came in at 16 and Walmart at 18.
Save-A-Lot showed the biggest improvement compared to last year, climbing the ranks with a score of 78 compared to last year's 75.