Supermarkets earned the highest average scores in the 2018 Temkin Emotion Ratings, at 68%, followed by fast food chains at 65%, and hotels and other retailers at 64%.
The top customer emotion score went to Wegmans, at 78%, while H-E-B followed closely, at 76%, then Aldi, at 75%.
Other top food companies were Baskin Robbins, at 74%, and Wawa Food Markets, Chick-fil-A, Publix and Dollar Tree, which all scored 72%, while Trader Joe’s scored 71%.
Dollar General, Aldi, Wawa Food Markets and Taco Bell improved by at least eight points in the Temkin Emotion Ratings since 2017.
Temkin Group’s research shows how customers remember their interactions with companies and drives their ultimate loyalty. Emotion is one of the three components Temkin Group measures in its customer experience metric, the Temkin Experience Ratings, along with success and effort.
For the full story, go to this week’s Food Institute Report.