ACSI: Supermarket Customer Satisfaction at Highest Level in Years

LAKELAND, Fla. — Despite the recent rise in food prices, customer satisfaction with supermarkets is up 1.3% to its highest level in 14 years, according to the American Customer Satisfaction Index. Publix here was found to be the highest-ranking chain for the 14th consecutive year in a row. It obtained a score of 83. The ranking is determined through customer interviews and based on factors including customer expectations, perceived quality, perceived value, customer complaints and customer retention. Winn-Dixie’s customer satisfaction plunged 7% to tie Wal-Mart’s score of 71, which is at the bottom of the industry. Whole Foods Market earned a score of 73, leading in quality but losing points for value. “Publix, like Nordstrom, offers high quality products and superior customer service, which has been the foundation for the lead in customer satisfaction over the past 15 years,” said an ACSI release.

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