Special Report

Customer Service Hall of Fame

7. Trader Joe’s
>Pct. ratings “excellent”:

With the growing interest in fresh and organic food, grocery shoppers have a range of options available, including Whole Foods and even online options. Competition for customers among grocery stores is perhaps greater than ever. Despite the competition, Trader Joe’s has been effectively retaining customers. Nearly 78% of survey respondents reported either an excellent or good experience with Trader Joe’s.

Customers often have better perceptions of customer service when they are also satisfied with the product itself. Low prices, which is a major factor in grocery shoppers’ satisfaction, may have helped further push Trader Joe’s strong customer service ratings. According to The Motley Fool, Trader Joe’s is able to offer lower prices than many other chains largely because the vast majority of its products are privately labelled. According to Kopalle, this model also lends itself to customer satisfaction, as many visitors are “delighted to see products [they] didn’t know existed.”

Trader Joe’s is smaller than many other grocery chains. The company had about 400 stores nationwide at the end of last year, about the same as Whole Foods but far fewer than Kroger or Walmart’s total grocery store counts.

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6. FedEx
>Pct. ratings “excellent”:

Worldwide shipping services are not numerous. Other than FedEx, only a few other offer companies offer similar services. While dissatisfied customers have few alternatives, it seems the somewhat limited competition has not lowered the satisfaction among FedEx’s customers.

It is likely that employees in FedEx’s 1,800 customer-facing centers are providing satisfactory service. Nearly 45% of survey respondents reported a good experience, and an additional 37.7% rated the customer service as excellent.

The shipping company reported revenues of $47.5 billion in its fiscal 2015, up 4% from the previous fiscal year. While overall revenues have increased, activity within the FedEx Express segment declined in the U.S. due to lower fuel surcharges, according to the company. In contrast, USPS reported revenues of $67.8 billion in 2014, far larger than those of FedEx, but the growth was much smaller from the previous year.

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5. Kroger
>Pct. ratings “excellent”:

Kroger operates 2,626 grocery stores in 34 states and an additional 780 convenience stores in 19 states — it is the country’s second largest retailer, behind Wal-Mart. Kroger recently introduced a store-within-a-store concept, which is exciting for many customers, according to Kopalle. Kroger has added stores such as Starbucks and Murray’s Cheese Shop to its various locations.

More than 77% of survey respondents reported a good or excellent experience with Kroger. And only 2.7% rated the customer service at the supermarket chain poorly.

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