Kroger is a publicly traded grocery store chain with 2,625 stores. Krogers operates stores in four categories: 2,269 combo stores, carrying a combination of food and drug items; 98 marketplace stores, carrying full-service grocery, pharmacy and expanded general merchandise including outdoor living products, electronics, home goods and toys; 127 multi-department stores, carrying more than 225,000 food, apparel, and general merchandise products, including full-service grocery, apparel, home and garden, electronics, and hardware; and 131 price-impact warehouse stores, carrying distinctive ethnic products, catering to the demographics of the neighborhoods that they serve at low prices in a warehouse format. These stores are operated across 14 banners: Kroger, Ralphs, Dillons, Smith’s, King Soopers, Fry’s, QFC, City Market, Owen’s, Jay C, Pay Less, Baker’s, Gerbes, Scott’s Food & Pharmacy, and Harris Teeter. Kroger acquired Harris Teeter in 2014, purchasing 100% of the outstanding stock for $2.4 billion. Kroger’s total revenue in millions in 2014 was $108,465 and it employed approximately 400,000. Kroger does not report their average number of SKUs, but they carry a wide assortment of items including groceries, fresh produce, flowers and gifts, pharmacy items, and financial services (e.g., check cashing, bill payment, no contract wireless cell phone plans). Their stated mission or value proposition is to improve customers’ shopping experiences through improved service, product quality and selection and price.
Kroger’s Good Jobs Score Overview
Kroger’s Customer Score
The Good Jobs Customer component is comprised of ACSI, Consumer Reports, and Yelp scores (see Methodology for more details). Although not part of the Good Jobs Score, the following table provides additional data on customer satisfaction.
KR Score Industry Score Experience Rating I 78% 79% Forgiveness Rating II 50% 47% Trust Rating III 70% 68% Customer Service Rating IV 66% 65% Source: Temkin RatingsV
Find Kroger at ... ConsumerAffairs.com PissedConsumer.com CustomerServiceScoreboard.com
Kroger’s Employee Score
Because Kroger operates stores under so many banners the above graph only shows Kroger’s three biggest retail brands. However, all brands are taken into account for the Good Jobs Score. To see Glassdoor trends for all brands, see Kroger’s Detail Page.
The Good Jobs Employee component is comprised of Glassdoor and Indeed scores (see Methodology for more details). Although not part of the Good Jobs Score, the following charts provide additional data on employee satisfaction and level of unionization.
The above charts provide additional information as measured by Glassdoor.com. They serve to show Kroger’s relative position to its peer-group and do not imply a causal relationship between the dimensions.
Kroger’s Productivity Score
|Fiscal year end||1/28/2012||2/2/2013||2/1/2014||1/31/2015|
|Number of employees||339,000||343,000||375,000||400,000|
|Number of stores||2,435||2,424||2,640||2,625|
|Total store sqft² (m)||149.0||149.0||161.0||162.0|
|Average store size (sqft²)||61,191||61,469||60,985||61,714|
|Gross margin (%)||20.89%||20.56%||20.57%||21.16%|
|EBITDA margin (%)||4.28%||4.45%||4.50%||4.77%|
|Same-store sales growth (%)||4.90%||3.50%||3.60%||5.20%|
|Source: 10-K filings with the S.E.C.|
Kroger’s CEO W. Rodney McMullen
Rodney McMullen succeeded David B. Dillon as Kroger’s CEO in FY2014. He was promoted to Chief Executive Officer on January 1, 2014 and was appointed Chairman of the Board on January 1, 2015.
Kroger’s Disclosure Details
The following data are based on SASB disclosure recommendations for the Human Capital dimension in the restaurant industry. They will be updated once SASB provides recommendations for the retail industry.
|Voluntary Turnover Rate||Not Reported|
|Involuntary Turnover Rate||Not Reported|
|Average Hourly Wage (by region)||Not Reported|
|% of Employees at Minimum Wage||Not Reported|
|Amount of legal/regulatory fines and settlements associated with labor law violations||Not Reported|
|Amount of tax credit received for hiring through enterprise zone programs |
(these State and Local government programs encourage companies to create jobs in specific geographic area targeted for economic revitalization)
Footnotes [ + ]
|I.||↑||Temkin’s Experience Rating is based on consumer feedback of their interactions with companies. It is the average of three component scores: Success (was the last interaction successful), Effort (ease of interaction with company), and Emotion (feeling during/after the interaction).|
|II.||↑||Temkin’s Forgiveness Rating is based on consumer feedback of their interactions with companies. It is the consumer’s response to whether they would forgive a company if it made a mistake.|
|III.||↑||Temkin’s Trust Rating is based on consumer feedback of their interactions with companies. It is the consumer’s response to which extent they trust a company to take care of their needs.|
|IV.||↑||Temkin’s Customer Service Rating is based on consumer feedback of their interactions with companies. It is the consumer’s rating of how satisfied they are with their recent customer service experience.|
|V.||↑||Temkin is a customer experience research and consulting firm that evaluates organizations based on feedback collected from consumers.|
|VI.||↑||Inventory Turnover has been calculated using FIFO COGS and Inventory. For companies that use the LIFO method, COGS and inventory have been adjusted to FIFO.|