Winning customer loyalty isn’t just about offering good products — it’s about creating experiences that customers can’t wait to recommend. One of the simplest yet most powerful ways to measure customer loyalty is through the Net Promoter Score (NPS). Unlike long surveys that ask dozens of questions, NPS focuses on one straightforward idea.
In this post, we’ll explain how NPS works, why it’s such a trusted metric, and what Albertsons Companies NPS score reveals about their customer experience. We’ll also explore how understanding NPS can help any business turn feedback into real growth.
What is Net Promoter Score?
Net Promoter Score (NPS) is a widely used metric that helps businesses understand customer loyalty and satisfaction. It was developed by Fred Reichheld in 2003.
Instead of using a long survey, it’s built around just one key question:
“On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”
Customer answers to this question reveal more than just satisfaction. They help businesses sort customers into three groups:
- Promoters (9–10): Highly satisfied customers who are enthusiastic supporters.
- Passives (7–8): Content but indifferent customers who are unlikely to advocate for you.
- Detractors (0–6): Dissatisfied customers who could harm your brand’s reputation.
Once the responses are collected, the score is calculated by subtracting the percentage of Detractors from the percentage of Promoters:
- NPS = % of Promoters – % of Detractors
A high NPS is a good sign that customers are loyal and are likely to recommend you. A low score? It’s a red flag that something might need fixing.
Keep in mind, though, that what counts as a “good” NPS can vary depending on the industry. That’s why many companies compare their scores with others in the same space to get a better sense of how they’re doing.
Albertsons Companies NPS Score and Performance
When it comes to customer loyalty, Albertsons Companies has some room to grow. According to the latest Q1 2025 Benchmarking NPS and CSAT Report by QuestionPro, the average Net Promoter Score (NPS) for the grocery industry is 37. However, Albertsons Companies falls behind the industry benchmark with an NPS of 27.
Here’s a closer look at the breakdown:
- Promoters: 51%
- Passives: 24%
- Detractors: 24%
While it’s encouraging that more than half of Albertsons’ customers are considered Promoters, the equally high percentage of Detractors signals some challenges. A full 24% of shoppers report negative experiences — enough to pull down the overall score significantly. And in a competitive grocery market, unhappy customers can quickly impact word of mouth and future growth.
To improve customer loyalty and close the gap with industry leaders, Albertsons will need to focus on understanding and addressing the pain points behind the dissatisfaction. Listening closely to feedback, fine-tuning the shopping experience, and reinforcing what already works could help tip more customers into the “Promoter” camp.
After all, in a market where loyalty drives both reputation and revenue, every point in the NPS matters.
How Does Albertsons Companies Compare to Industry Benchmarks?
When looking at grocery industry benchmarks for customer loyalty, Albertsons Companies is facing some challenges. According to QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report, the Albertsons NPS score sits at 27, noticeably lower than the grocery industry average of 37.
This puts Albertsons behind top performers like H-E-B, Meijer, and Costco, whose high Net Promoter Scores reflect strong emotional connections, exceptional service, and unique shopping experiences. On the other hand, Albertsons finds itself in a similar position to brands like Safeway, Kroger, and Food Lion, which also trail the industry average in customer satisfaction.
The lower Albertsons NPS score suggests that while many shoppers are happy, a significant number are not fully satisfied with their experiences. Factors like customer service quality, store environment, and perceived product value could be areas where Albertsons needs to improve.
In a highly competitive grocery market, even small improvements in these areas can have a significant impact on boosting customer loyalty and overall brand perception.
As more grocery retailers invest in creating better shopping experiences, staying close to customer feedback and tracking NPS performance over time will be crucial. Albertsons has the opportunity to turn insights into action and strengthen its market position.
These findings are based on real customer opinions gathered from 1,000 survey participants in Q1 2025. QuestionPro updates this report quarterly to reflect changes in consumer sentiment and industry performance.
What’s Impacting Albertsons Companies NPS Score?
Albertsons Companies’ NPS score of 27 suggests that several factors may be influencing customer experiences, contributing to both positive and negative outcomes. Understanding these factors can help improve customer satisfaction and loyalty. Below are some key areas that could be impacting their score.
Positive Factors Driving Customer Satisfaction
- Customer Service
Albertsons consistently receives praise for its friendly and helpful staff. Customers often mention employees by name for exceptional service. Positive interactions are a key reason for customer loyalty and recommendations.
- Product Quality and In-Store Experience
Shoppers appreciate the quality of Albertsons’ products, particularly fresh produce, deli items, and bakery goods. The store’s clean, organized layout also contributes to a pleasant shopping experience.
- Convenience
Albertsons’ strategic store locations offer easy access to customers, which significantly enhances their satisfaction. Convenience can go a long way in building customer loyalty, especially when combined with quality offerings.
Negative Factors Impacting Customer Satisfaction
- Inconsistent Customer Service in Certain Departments
While overall customer service is praised, some departments, such as the meat department, are perceived as lacking in quality or service. These inconsistencies can lead to frustration for customers, reducing their likelihood of recommending Albertsons to others.
- Checkout Experience
A recurring complaint from customers is waiting in long lines at checkout. Several reviews mention the need for more checkout lanes or faster service. A smoother, quicker checkout process would make a significant difference in customer satisfaction and could improve the NPS.
- Digital Experience and App Usability
As more people turn to online shopping, the quality of Albertsons’ digital platforms becomes even more important. Some customers feel that the app could be more user-friendly, and improving this area could lead to greater satisfaction with the shopping experience, both online and in-store.
- Product Variety and Specialized Offerings
Some customers feel that Albertsons could do better by offering a wider range of products, particularly in niche areas like gluten-free options. Meeting the demands of customers with specific dietary needs could help attract a broader customer base and improve NPS.
- Merger Uncertainty and External Factors
The uncertainty from the failed Kroger merger lingers in some customers’ minds, affecting their perception of the brand. While no longer an active issue, concerns about reduced competition or service quality may lead to a less favorable customer experience.
How to Measure and Improve Your NPS?
Curious about how your Net Promoter Score compares to industry leaders? Measuring and improving your NPS can drive better customer loyalty and satisfaction. Platforms like QuestionPro make the process easy and insightful. Here’s how to get started:
1. Create Your NPS Survey
Start by using QuestionPro’s ready-made NPS survey template. The core question you’ll ask is:
“On a scale of 0 to 10, how likely are you to recommend our product to a friend or colleague?”
For deeper insights, include the AskWhy follow-up question to understand the reasoning behind each score.
Once your survey is ready, distribute it through various channels that work best for your audience:
- SMS
- QR codes (great for physical locations)
- Direct links
You can also use QuestionPro Audience to target specific demographics, such as age, location, or industry.
3. Get Real-Time Results
As responses roll in, QuestionPro automatically calculates your NPS and categorizes respondents into three groups:
- Promoters (scores 9-10)
- Passives (scores 7-8)
- Detractors (scores 0-6)
You can instantly see these results through an easy-to-read dashboard, helping you spot trends and areas for improvement without waiting for a report. If you’ve already gathered responses manually, you can always use our free NPS calculator to input the data and see your score.
4. Take Action on Feedback
The real power of NPS comes from acting on the feedback you gather. Focus on areas where scores are low and identify opportunities to improve customer experience. This might involve improving customer service, optimizing touchpoints, or refining your product offerings.
You can also benchmark your NPS against others in your industry using QuestionPro’s benchmarking tools, which can help you see how you compare to competitors and what adjustments are necessary to stay ahead.
With these steps, QuestionPro helps you track, measure, and improve your NPS, turning customer feedback into stronger customer relationships and a better overall experience.
See How Top Brands Drive Customer Loyalty
Want to know what separates the best from the rest?
The Q1 2025 NPS Benchmark Report reveals the strategies top brands use to earn loyal customers and keep them coming back.
Need help improving your NPS to boost your customer satisfaction?
Reach out to QuestionPro for customized support in measuring and improving your Net Promoter Score (NPS).
Albertsons Companies isn’t the only company in the grocery industry with valuable lessons for those looking to improve their customer service and experience. Below, we recommend a few articles where you can learn how other major brands manage to maintain a high NPS and a loyal customer base — you’ll surely find some useful insights along the way.
