Publix on top of American Customer Satisfaction Index

In the lead since 1994, Publix scores the highest marks for customer satisfaction with products and services. Awarded one of the top companies in Fortune’s list of  “100 Best Companies to Work For,” Publix ranked higher than any other supermarket.

Corporate culture has played a huge part in the success of the company. Founded by George Jenkins in 1930, a man who led by example instilled a sense of pride among the associates. Employee ownership has been a key factor and the upbeat, supportive, and honorable reputation of the company has helped them to become one of the ten largest supermarket chains in the country.

Publix guarantees, “We will never knowingly disappoint you. If for any reason your purchase does not give you complete satisfaction, the full purchase price will be cheerfully refunded immediately upon request.”

The stores are uncluttered, well-stocked and clean. Better trained employees take a personal interest in the business and the customers.  There are more full-time employees who make a strong commitment and are more knowledgeable. Service includes taking your groceries to your vehicle. Plastic or paper and reusable “green” bags are readily available as well as recycling bins for paper and plastic. Every 4th quarter, households are polled to evaluate customer service, pricing, inventory position, and variety.

Tom Burello, a manager in Anderson, South Carolina, who has been with Publix for ten years praises the company as being an excellent and upbeat place to work. “We make people feel welcome because the more times we please you, the more times you will come back and shop here,” he says. “The stock sharing  and the retirement plan is great.”

Even the vendors rate Publix as firm, fair, and, consistent and have rated the company as one of the  “Best Retailers With Which to Do Business” (Cannondale’s Power Rankings). With a decided increase in frozen and refrigerated foods, a sign of the times, good vendor relations are imperative to ensure on time deliveries and stock. It has forced vendors to improve their own operations so there are less out-of-stocks for one of the busiest supermarket departments.

With over 1,000 stores, the Fortune 500, employee owned company operates 70% of its stores in Florida, but has been innovative enough to branch out to Georgia, South Carolina, Alabama, and Tennessee. There doesn’t seem to be anything particularly over the top that Publix does, but what they do, they do well.

photo credit: dno1967