{"id":1020432,"date":"2025-04-17T19:17:00","date_gmt":"2025-04-18T02:17:00","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1020432"},"modified":"2025-10-06T22:08:55","modified_gmt":"2025-10-07T05:08:55","slug":"safeway-nps","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/safeway-nps\/","title":{"rendered":"Safeway NPS &amp; Customer Experience Insights 2025"},"content":{"rendered":"\n<p>Customers are more open than ever about sharing their positive or negative experiences. And when it comes to Safeway, recent feedback shows some real concerns that may be hurting customers&#8217; feelings about the brand.<\/p>\n\n\n\n<p>In this article, we\u2019ll explore Safeway\u2019s NPS, what the score tells us about the customer experience, and where things might fall short. Additionally, we\u2019ll walk through how you can start measuring NPS for your own business and use that feedback to make smarter decisions, improve service, and build stronger customer loyalty.<\/p>\n\n\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What is Net Promoter Satisfaction Score?<\/strong><\/h2>\n\n\n\n<p><a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\">Net Promoter Score<\/a>, or NPS, is a simple but powerful way to understand how your customers feel about your brand. It helps measure both satisfaction and loyalty, which is why so many companies\u2014especially in the grocery industry\u2014use it to track customer experience.<\/p>\n\n\n\n<p>It all starts with one straightforward question:<\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>\u201cOn a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?\u201d<\/strong><\/p>\n\n\n\n<p>Just one question, but the answers can reveal a lot. Based on how people respond, they\u2019re grouped into three categories:<\/p>\n\n\n\n<ul>\n<li><strong>Promoters (9\u201310):<\/strong> These are your biggest fans. They\u2019re happy, loyal, and likely to spread the word.<\/li>\n\n\n\n<li><strong>Passives (7\u20138): <\/strong>They\u2019re mostly satisfied, but not enthusiastic enough to recommend you.<\/li>\n\n\n\n<li><strong>Detractors (0\u20136): <\/strong>These customers aren\u2019t happy and might even discourage others from shopping with you.<\/li>\n<\/ul>\n\n\n\n<p>Once you\u2019ve collected enough responses, you can calculate your NPS score using this formula:<\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>NPS = % of Promoters \u2013 % of Detractors<\/strong><\/p>\n\n\n\n<p>A high NPS means your customers are happy and loyal\u2014they\u2019re likely to stick around and recommend you to others. But if your score is low, it could be a sign that something\u2019s not working and needs attention to improve the overall experience.<\/p>\n\n\n\n<p>What\u2019s a good NPS? It depends on your industry. Comparing your NPS to others in the same field, known as benchmarking, can show you how you measure up and where you can do better.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Safeway NPS Performance<\/strong><\/h2>\n\n\n\n<p>According to <a href=\"https:\/\/www.questionpro.com\/ebook\/benchmarking-nps-csat-usa-2025\/\">QuestionPro\u2019s Q1 2025 Benchmarking NPS and CSAT Report<\/a>, the <strong>grocery industry&#8217;s average NPS is 37<\/strong>. However, <strong>Safeway NPS score is 17<\/strong>, which is lower than the average score.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2124\" height=\"1576\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/10\/Safeway-NPS.jpg\" alt=\"Safeway-NPS\" class=\"wp-image-1043108\"\/><\/figure>\n\n\n\n<p>Let\u2019s take a closer look at Safeway&#8217;s NPS:<\/p>\n\n\n\n<ul>\n<li><strong>Promoters: 46%<\/strong><\/li>\n\n\n\n<li><strong>Passives: 25%<\/strong><\/li>\n\n\n\n<li><strong>Detractors: 29%<\/strong><\/li>\n<\/ul>\n\n\n\n<p>Safeway ends up with a lower score of 17, which is below the grocery industry average of 37. While many customers have a positive experience, the number of unhappy customers is holding the brand back. To improve loyalty, Safeway may need to focus on fixing the things that frustrate customers and find ways to turn more of them into loyal customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How Does Safeway Compare to Industry Benchmarks?<\/strong><\/h2>\n\n\n\n<p>Safeway NPS score is quite a bit lower than the grocery industry average of 37. This means fewer customers are likely to recommend the store compared to other grocery chains.<\/p>\n\n\n\n<p>While some shoppers are having a good experience, the lower score suggests that many see room for improvement. Whether it\u2019s the service, store experience, or product selection, focusing on these areas could help Safeway build stronger customer loyalty.<\/p>\n\n\n\n<p>If Safeway can figure out what\u2019s not working and make some changes, there\u2019s a good chance it can win back more customers and build stronger loyalty over time.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"966\" height=\"1228\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/10\/grocery-download-the-full-report-2.jpg\" alt=\"grocery-download-the-full-report-2\" class=\"wp-image-1043761\"\/><\/figure>\n\n\n\n<p>These insights are based on QuestionPro\u2019s latest study, which <strong>surveyed 1,000 participants<\/strong> to measure the NPS of various companies and industries. This report reflects real user opinions from <strong>Q1 2025<\/strong> and is updated quarterly.<\/p>\n\n\n\n<script charset=\"utf-8\" type=\"text\/javascript\" src=\"\/\/js.hsforms.net\/forms\/embed\/v2.js\"><\/script>\r\n<script>\r\n  hbspt.forms.create({\r\n    portalId: \"354042\",\r\n    formId: \"97089348-d87e-4534-925c-f0c1319bcc9c\",\r\n    region: \"na1\"\r\n  });\r\n<\/script>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What\u2019s Impacting Safeway\u2019s NPS Score?<\/strong><\/h2>\n\n\n\n<p>Several recurring issues in customer feedback help explain why Safeway NPS score is lower than the industry average:<\/p>\n\n\n\n<p><strong>Empty shelves and low stock<\/strong> \u2013 Many customers are frustrated with shelves that are often half-empty, making it hard to find what they need.<\/p>\n\n\n\n<ul>\n<li><strong>High prices:<\/strong> Customers think the prices are too high for the quality and variety of products available.<\/li>\n\n\n\n<li><strong>Long lines and broken self-checkouts:<\/strong> Shoppers complain about long waits at the checkout and self-checkout machines that don\u2019t work properly.<\/li>\n\n\n\n<li><strong>Poor customer service:<\/strong> Several reviews mention rude or unhelpful staff, with some even sharing negative experiences with specific employees.<\/li>\n\n\n\n<li><strong>Quality issues with products:<\/strong> Customers have reported receiving expired or spoiled food, which has led to wasted money and frustration.<\/li>\n\n\n\n<li><strong>Delivery problems:<\/strong> Since switching to Instacart, many shoppers have experienced high delivery fees, missing items, and poor substitutions.<\/li>\n\n\n\n<li><strong>Confusing digital coupons:<\/strong> Some customers, especially seniors, have trouble navigating the loyalty system and using digital coupons.<\/li>\n\n\n\n<li><strong>Lack of employee training:<\/strong> Many shoppers feel that staff are not properly trained or familiar with the store\u2019s systems, which makes for a frustrating shopping experience.<\/li>\n<\/ul>\n\n\n\n<p>All these issues are adding up and making it clear that there\u2019s a lot of room for improvement to boost customer satisfaction and loyalty.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How to Measure and Improve Your NPS?<\/strong><\/h2>\n\n\n\n<p>Want to know how to measure and improve your NPS? With QuestionPro, it\u2019s actually pretty easy.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Start with a Simple Survey<\/h3>\n\n\n\n<p>Begin with a quick survey. QuestionPro has a ready-to-use template that asks the main NPS question:<\/p>\n\n\n\n<p><strong>\u201cHow likely are you to recommend us to a friend or colleague?\u201d (on a scale from 0 to 10).<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/03\/Net-Promoter-Question-Example.jpg\" alt=\"nps-question\"\/><\/figure>\n\n\n\n<p>Then, ask a<strong> follow-up question<\/strong> like \u201c<strong>Why did you give that score?<\/strong>\u201d This helps you understand the reasons behind the numbers.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/03\/image.png\" alt=\"\" style=\"width:1170px;height:auto\"\/><\/figure>\n\n\n\n<pre class=\"wp-block-verse has-text-align-center\">If you want even more details, the <a href=\"https:\/\/www.questionpro.com\/askwhy\/\">AskWhy<\/a> feature gives you a chance to ask an open-ended question\nfor better context behind the scores.<\/pre>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Share Your Survey<\/h3>\n\n\n\n<p>Once your survey\u2019s ready, send it out however works best\u2014email, text, <a href=\"https:\/\/www.questionpro.com\/features\/distributed-via-QRcodes.html\">QR codes<\/a>, or a link. If you want to reach a specific type of customer, <a href=\"https:\/\/www.questionpro.com\/audience\/\">QuestionPro Audience<\/a> also lets you target people based on age, location, or industry.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">See Results Instantly<\/h3>\n\n\n\n<p>As responses come in, QuestionPro does the math for you. It sorts customers into three groups:<\/p>\n\n\n\n<ul>\n<li>Promoters<\/li>\n\n\n\n<li>Passives<\/li>\n\n\n\n<li>Detractors<\/li>\n<\/ul>\n\n\n\n<p>You can see all the data in real time on a simple dashboard, so you don\u2019t have to wait to spot trends.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Take Action on Feedback<\/h3>\n\n\n\n<p>Collecting feedback is just the beginning. Use what your customers are telling you to fix what\u2019s not working and improve their overall experience. You can even compare your NPS to other companies in your industry to see how you measure up.<\/p>\n\n\n\n<p>With tools like QuestionPro, keeping an eye on customer satisfaction and making improvements over time becomes a lot easier\u2014and it helps you build better relationships with the people who matter most.<\/p>\n\n\n\n<p>Take a look at the <strong>Q1 2025 NPS Benchmark Report<\/strong> to see how top brands are winning over their customers and building loyalty.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-layout-1 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-background wp-element-button\" href=\"https:\/\/www.questionpro.com\/ebook\/benchmarking-nps-csat-usa-2025\/\" style=\"border-radius:35px;background:linear-gradient(135deg,rgb(255,160,3) 0%,rgb(255,105,0) 100%)\"><strong><strong>Download the NPS Benchmark Report Now<\/strong><\/strong><\/a><\/div>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<p>Want to improve your NPS? <a href=\"https:\/\/www.questionpro.com\/cx\/\">Reach out to the QuestionPro experts<\/a> for customized tips to help you boost customer satisfaction and loyalty.<\/p>\n\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/1020432&amp;lang=en&amp;cat=customer-effort-score|cx-2|nps\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<p><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p>Safeway isn\u2019t the only company in the grocery retail 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 \u2014 you\u2019ll surely find some useful insights along the way.<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-layout-1 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2100\" height=\"1254\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/04\/H-E-B-NPS-2025.jpg\" alt=\"H-E-B NPS 2025\" class=\"wp-image-1019870\"\/><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><a href=\"https:\/\/www.questionpro.com\/blog\/heb-nps\/\">H-E-B NPS &amp; Customer Satisfaction Score in 2025<\/a><\/h5>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2100\" height=\"1254\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/04\/Costco-NPS-2025.jpg\" alt=\"Costco NPS 2025\" class=\"wp-image-1020054\"\/><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><a href=\"https:\/\/www.questionpro.com\/blog\/costco-nps\/\">Costco NPS &amp; Customer Perception in 2025<\/a><\/h5>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2100\" height=\"1254\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/04\/meijer-nps-2025.jpg\" alt=\"meijer-nps-2025\" class=\"wp-image-1020372\"\/><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><a href=\"https:\/\/www.questionpro.com\/blog\/meijer-nps\/\">Meijer NPS and Customer Loyalty in 2025<\/a><\/h5>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Customers are more open than ever about sharing their positive or negative experiences. And when it comes to Safeway, recent [&hellip;]<\/p>\n","protected":false},"author":51,"featured_media":1020433,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[992,170,303],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Safeway NPS &amp; Customer Experience Insights 2025 | QuestionPro<\/title>\n<meta name=\"description\" content=\"Explore Safeway NPS and how it reveals customer satisfaction. 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Learn about the areas for improvement and how measuring NPS can help enhance customer loyalty.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/safeway-nps\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2025-04-18T02:17:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-07T05:08:55+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/04\/Safeway-NPS-2025.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2100\" \/>\n\t<meta property=\"og:image:height\" content=\"1254\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Anas Al Masud\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Anas Al Masud\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/safeway-nps\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/safeway-nps\/\"},\"author\":{\"name\":\"Anas Al Masud\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/9eea0e42df379be31b78fff9d6d0ade3\"},\"headline\":\"Safeway NPS &amp; Customer Experience Insights 2025\",\"datePublished\":\"2025-04-18T02:17:00+00:00\",\"dateModified\":\"2025-10-07T05:08:55+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/safeway-nps\/\"},\"wordCount\":1165,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"articleSection\":[\"Customer effort score\",\"CX\",\"NPS\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/safeway-nps\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/safeway-nps\/\",\"name\":\"Safeway NPS &amp; Customer Experience Insights 2025 | QuestionPro\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\"},\"datePublished\":\"2025-04-18T02:17:00+00:00\",\"dateModified\":\"2025-10-07T05:08:55+00:00\",\"description\":\"Explore Safeway NPS and how it reveals customer satisfaction. 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