Publix one of top 10 companies in U.S. for customer service, Newsweek poll says
Intangible as it may be, excellent customer service draws people into stores and leads to loyal shoppers. It’s a true differentiator.
Publix Super Markets has long been known for its outstanding customer service, which is a reason why the Lakeland, Fla.-based retailer is the lone grocery retailer on Newsweek’s overall top 10 list of “2020 America’s Best Customer Service.”
Newsweek partnered with global data-research firm Statista for its second annual report, which recognizes 480 companies in 160 retail categories. But this is the first year that Newsweek and Statista issued an overall top 10 list, which recognizes the Disney Cruise Line as No. 1.
“Some companies are particularly good at nurturing their relationships with customers," wrote Nancy Cooper, global editor in chief of Newsweek, in an introduction to the report. “And even as more and more retail jobs become automated, treating consumers well is still a key factor in business success.”
In the “Brick and Mortar Retailers: Food, Health and Beauty” category, Publix was No. 1 under “Supermarkets” with a 9.01 score (out of 10). Rochester, N.Y.-based Wegmans Food Markets was a close second (8.99), and Monrovia, Calif.-based Trader Joe’s was third (8.95). The three retailers have also garnered a fine reputation for their private label products.
Issaquah, Wash.-based Costco Wholesale was No. 1 in “Superstores and Warehouse Club Stores,” also part of the “Brick and Mortar Retailers: Food, Health and Beauty” category, with a score of 8.75. Grand Rapids, Mich.-based Meijer was second (8.48) and Westborough, Mass.-based BJ’s Wholesale Club was third (8.24).
Under “Convenience Stores" in the "Brick and Mortar Retailers: Food, Health and Beauty” category, Tulsa, Okla.-based QuikTrip had the top score (8.46) followed by Folsom, Pa.-based Wawa (8.41) and Altoona, Pa.-based Sheetz (8.26).
In the “Online Retailers: Food, Health and Beauty” category and under “Groceries,” Peapod, which operates under Salisbury, N.C.-based Ahold Delhaize USA, was ranked first with a score of 8.41. Seattle-based AmazonFresh was second (8.38) and New York-based Boxed third (8.05).
The “2020 America’s Best Customer Service” rankings were identified from the results of an independent survey of more than 20,000 U.S. customers, who either made purchases, used services, or gathered information about products or services in the past three years. Customers evaluated several brands; in total 115,115 evaluations were collected. The awarded brands each received on average close to 100 evaluations from customers July-August.
Click here to see the entire report.