ROCHESTER, N.Y. — Wegmans may be seeing a drop in satisfaction from its shoppers, according to an annual report from the American Customer Satisfaction Index.
The index measures customer satisfaction on a scale of 0 to 100. Wegmans got a score of 78 — a 6% drop from the previous report — with customers reporting that they’re less pleased with store layout, staff courtesy, checkout speed, and other in-store experiences.
Overall, supermarkets had an average index of 78, a 1% drop compared to the last report. The report also measured the satisfaction for online retailers (stable at 79), general merchandise (increased to 79), and specialty retailers (increased to 80). You can read the report here.
How did other grocery stores do?
Other grocery stores in the Rochester region fared better average in the satisfaction index. Trader Joe’s got a score of 86, a 2% increase, with the report saying there seems to be a growth in brand loyalty. For wholesale clubs, BJ’s score increased 3% to an index of 80 and Costco’s score fell by 1% to 81.
When looking at customer satisfaction by region, Aldi, ShopRite, and Walmart share the lead for the Northeast. Aldi also tops the Midwest. Sam’s Club ranks the highest in the South and Trader Joe’s ranks the highest in the West.
What’s the study based on?
This year’s American Customer Satisfaction Index is based on 31,293 customer surveys. Those customers were chosen at random and contacted via email between January 2025 and December 2025. The ACSI measures customer satisfaction of more than 400 companies in over 40 industries, including federal government services, based on around 200,000 annual interviews.
Report: Wegmans sees drop in customer satisfaction score WHEC.com.
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