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Where Publix Leads the Pack: 2020's Most Trusted

The retailer's shopper satisfaction ratings topped the rankings in a number of categories, including its handling of COVID-19, selection of food and beverage products and selection of new products.

Jennifer Strailey

November 23, 2020

1 Min Read
Publix buttons
Publix buttonsPhotograph by Tom Michas

Publix shopper satisfaction ratings topped the rankings in a number of categories, including its handling of COVID-19 (86%), selection of food and beverage products (81%), selection of new products (72%), self-checkout (72%) and service quality/friendly staff (90%).

Most Shopped vs. Most Trusted

Publix and Trader Joe’s markedly increased their share as Most Trusted vs. store shopped most often.

 

These attributes have become increasingly important in the pandemic, when intermittent product shortages, safety protocols and social distancing have disrupted the grocery status quo. BrandSpark further finds that Publix leads in giving the best overall experience (86%) and best quality fresh prepared meals (79%), the latter of which has become crucial as shoppers experience pandemic-driven cooking-at-home fatigue. In terms of value, Publix (73%) is second only to Costco (88%).

Importance of COVID-19 Measures

Enhanced cleanliness in-store, sanitized shopping carts and mandatory masks are regarded as the most important measures retailers have taken in response to COVID-19.

 

Publix also outpaced its competitors in specialty services, notes BrandSpark. Its survey found that Publix’s specialty services completely satisfied the expectations of 77% of its shoppers. The grocer also scored big in store layout and organization (81%); traffic control/not too busy in-store (68%); well-maintained store (86%); and having a mobile app for coupons, rewards and online ordering—an attribute for which Publix (75%) was second only to Kroger (76%).

Satisfaction with Store Attributes

Quality of fresh produce is the No. 1 driver of trust for 37% of consumers.

 

Click here to view the full 2020's Most Trusted Grocery Retailers

About the Author

Jennifer Strailey

Jennifer Strailey is editor in chief of Winsight Grocery Business. With more than two decades of experience covering the competitive grocery, natural products and specialty food and beverage landscape, Jennifer’s focus has been to provide retail decision-makers with the insight, market intelligence, trends analysis, news and strategic merchandising concepts that drive sales. She began her journalism career at The Gourmet Retailer, where she was an associate editor and has been a longtime freelancer for a variety of trade media outlets. Additionally, she has more than a decade of experience in the wine industry, both as a reporter and public relations account executive. She has a Bachelor of Arts degree in English from Boston College. Jennifer lives with her family in Denver.

 

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