Cheers Top Leaderboard Ad

Amazon, Publix tops in satisfaction

Print Friendly, PDF & Email

ANN ARBOR, Mich. — Amazon and Publix Super Markets Inc. lead the pack in customer satisfaction, according to the latest report from the American Customer Satisfaction Index (ACSI). The “ACSI Retail Report 2017” shows that the retail sector as a whole remains steady, with an ACSI score of 78.1, down slightly from an all-time high of 78.3 a year ago.

“Amazon is nearly inescapable in retail right now, as the e-commerce giant makes moves into grocery stores and pharmacies, expanding its footprint into multiple retail industries,” said ACSI managing director David VanAmburg. “The surge in customer satisfaction seen in some supermarkets and health and personal care stores shows how companies are focusing on customer satisfaction as one way to ward off Amazon’s push into new retail industries.”

A closer look at which industries are up and which are down, however, shows two different stories. Supermarkets and health and personal care stores both gained a point for an ACSI score of 79. On the other hand, department and discount stores dropped a point to 77, and specialty retail stores fell one point to 79.

Internet retail sites also fell one point, to a score of 82, suggesting that despite its place atop all retail industries, there are improvements to be made.

Supermarkets were one of the strongest retail industries in 2017, with 13 of 22 stores improving on their 2016 scores. Publix surged 2% to a top score of 86, the highest score of any company in the retail category, with Trader Joe’s a close second, earning a score of 85.

“While Trader Joe’s was unable to sustain its record-high score from last year, customer satisfaction with the grocer is still extremely high for a brick-and-mortar retailer, on par with Amazon’s score in the internet retail category,” VanAmburg said.

Meanwhile, Whole Foods Market stayed put at 81.


NACDS 90th anniversary banner 1

You must be logged in to post a comment Login