Publix Tops Customer Satisfaction Survey

supermarketnews.com DATAPOINTS March 4, 2013 PUBLIX TOPS CUSTOMER SATISFACTION SURVEY ANN ARBOR, Mich. – Publix Super Markets led all retailers in customer satisfaction ratings in 2012, according to results of the American Customer Satisfaction Index. Publix, based in Lakeland, Fla., scored 86 on the index, highest among retailers in eight channels of trade measured by ACSI. Publix's score represented a 2.4% increase from 2011. Överall, supermarkets as a channel improved by 1.3% to 77 on the survey. Whole Foods Market and Kroger followed Publix among supermarkets ranked by ACSI. In other results, Winn-Dixie improved 4% to 78; and Supervalu was up 2.7% to 76. Wal-Mart Stores was the industry's top percentage gainer in 2012, but its 4.3% improvement brought it to 72, lowest among supermarkets ranked by ACSI. ACSI bases its results on 70,000 consumer interviews. It said companies that display high levels of customer satisfaction tend to have higher earnings and stock returns relative to competitors. It also said customer satisfaction is predictive of both consumer spending and gross domestic product growth. SOURCE: ACSI More Companies Post Gains (2012 vs. 2011 for all named companies surveyed*) +1.3% Top Companies Overall (2012 Customer Satisfaction Index) PUBLIX 86 36.2% Decline in Change in AMAZON... 85 40.4% customer supermarket Customer Gain in customer satisfaction satisfaction Satisfaction Index NEWEGG 84 in 2012 NORDSTROM 84 23.4% No change OFFICE DEPOT ....................... 84 * Does not include "others" in each category "Low price inflation for food products in 2012, combined with better service, product section and store layouts, yields success in the form of enhanced customer satisfaction for supermarkets." - CLAES FORNELL, founder, ACSI Top Drug Stores Gains (2012 Customer Satisfaction Index; % change vs. 2011) 83 Costco's Customer 77 (+2.7%) 76 (+1.3%) 75 (+2.7%) Satisfaction Index beat all supermarkets except Publix RITE AID WALGREENS CVS CAREMARK Supermarkets Ranked by % Change* Publix Leads Supermarkets 9:6% (2012 Customer Satisfaction Index) (Customer Satisfaction Index, 2012 vs. 2011) PUBLIX 86 4.3% WHOLE FOODS 80 4.0% KROGER 79 WINN-DIXIE 78 2.7% 2.3% SUPERVALU 78 Whole Foods' score increase since it was added to the SAFEWAY 76 WAL-MART 72 survey in 2007 77 Whole Foods, Kroger and Safeway all had no change SUPERMARKET AGGREGATE WAL-MART WINN-DIXIE SUPERVALU XI1and supermarketnews.com DATAPOINTS March 4, 2013 PUBLIX TOPS CUSTOMER SATISFACTION SURVEY ANN ARBOR, Mich. – Publix Super Markets led all retailers in customer satisfaction ratings in 2012, according to results of the American Customer Satisfaction Index. Publix, based in Lakeland, Fla., scored 86 on the index, highest among retailers in eight channels of trade measured by ACSI. Publix's score represented a 2.4% increase from 2011. Överall, supermarkets as a channel improved by 1.3% to 77 on the survey. Whole Foods Market and Kroger followed Publix among supermarkets ranked by ACSI. In other results, Winn-Dixie improved 4% to 78; and Supervalu was up 2.7% to 76. Wal-Mart Stores was the industry's top percentage gainer in 2012, but its 4.3% improvement brought it to 72, lowest among supermarkets ranked by ACSI. ACSI bases its results on 70,000 consumer interviews. It said companies that display high levels of customer satisfaction tend to have higher earnings and stock returns relative to competitors. It also said customer satisfaction is predictive of both consumer spending and gross domestic product growth. SOURCE: ACSI More Companies Post Gains (2012 vs. 2011 for all named companies surveyed*) +1.3% Top Companies Overall (2012 Customer Satisfaction Index) PUBLIX 86 36.2% Decline in Change in AMAZON... 85 40.4% customer supermarket Customer Gain in customer satisfaction satisfaction Satisfaction Index NEWEGG 84 in 2012 NORDSTROM 84 23.4% No change OFFICE DEPOT ....................... 84 * Does not include "others" in each category "Low price inflation for food products in 2012, combined with better service, product section and store layouts, yields success in the form of enhanced customer satisfaction for supermarkets." - CLAES FORNELL, founder, ACSI Top Drug Stores Gains (2012 Customer Satisfaction Index; % change vs. 2011) 83 Costco's Customer 77 (+2.7%) 76 (+1.3%) 75 (+2.7%) Satisfaction Index beat all supermarkets except Publix RITE AID WALGREENS CVS CAREMARK Supermarkets Ranked by % Change* Publix Leads Supermarkets 9:6% (2012 Customer Satisfaction Index) (Customer Satisfaction Index, 2012 vs. 2011) PUBLIX 86 4.3% WHOLE FOODS 80 4.0% KROGER 79 WINN-DIXIE 78 2.7% 2.3% SUPERVALU 78 Whole Foods' score increase since it was added to the SAFEWAY 76 WAL-MART 72 survey in 2007 77 Whole Foods, Kroger and Safeway all had no change SUPERMARKET AGGREGATE WAL-MART WINN-DIXIE SUPERVALU XI1and