Manufacturing News

Heinz rules in customer satisfaction study

Setting a new record with a score of 91, the highest score ever recorded in the American Customer Satisfaction Index (ACSI), H. J. Heinz Company remains the leader in the food manufacturing segment for the sixth straight year.

According to a new ACSI survey, Heinz's investment in quality improvement tools is paying off. Source: H.J. Heinz Company.

"Perceived quality and customer satisfaction are closely related, and Heinz's investment in quality improvement tools is clearly paying off," said Jack West, a former president of American Society for Quality, a co-sponsor of the index.

With scores of 88 and 86, Quaker Foods and Hershey are also near the top. ConAgra joins them with the largest improvement of any company in the industry this year, up 5% to 86. ConAgra has been shedding various pieces of its non-food and agricultural operations to concentrate on its branded packaged food business. This strategy to become leaner and more focused may be working, says ACSI. ConAgra's score this year is an all-time high.

The ACSI for the pet food industry declined by 1% to a score of 82. Like food processors, pet food companies demonstrate a great deal of stability in satisfying their customers. The big news is Del Monte's improvement, up 5% to 83. According to ACSI, better quality and value for money are behind Del Monte's improvement in pet food, which accounts for 25% of the food manufacturer's total sales revenues.

ACSI is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the US. Updated quarterly, the index is produced by the University of Michigan's Ross School of Business in partnership with the American Society for Quality and CFI Group.

Did you enjoy this article? Click here to subscribe to Food Engineering Magazine.

You must login or register in order to post a comment.



Image Galleries

Plant of the Year 2015

Mars Chocolate was chosen as Food Engineering’s 2015 Plant of the Year. The first new Mars candy plant in North America in 35 years is not only LEED Gold certified, it’s highly automated as well.


Burns & McDonnell project manager RJ Hope and senior project engineer Justin Hamilton discuss the distinctions between Food Safety and Food Defense as well as the implications for food manufacturers of the Food Safety Modernization Act.
More Podcasts

Food Engineering

Food Engineering April 2015 Cover

2015 April

The April 2014 issue of Food Engineering features the Plant of the Year: Mars Chocolate. The first new Mars chocolate candy plant in North America in 35 years is not only LEED Gold certified, it’s highly automated as well.

Table Of Contents Subscribe

Plant Facility/Site Issues

What issue about your current plant facility/site keeps you up the most at night?
View Results Poll Archive


Food Authentication Using Bioorganic Molecules

This text provides critical tools and data needed to augment routine food analysis and enhance food safety by aiding in the detection of counterfeit, and potentially deleterious, foods.

More Products

Clear Seas Research

Clear Seas ResearchWith access to over one million professionals and more than 60 industry-specific publications,Clear Seas Research offers relevant insights from those who know your industry best. Let us customize a market research solution that exceeds your marketing goals.


FE recent tweets

facebook_40.pngtwitter_40px.pngyoutube_40px.png linkedin_40px.pngGoogle +

Food Master

Food Engineering Food Master 2015Food Master 2015 is now available!

Where the buying process begins in the food and beverage manufacturing market. 

Visit to learn more.