Customer interviews and measures factors, such as customer expectations, perceived quality, perceived value, customer complaints and customer retention determine the ranking.
“Offering premier customer service is strategic to all of us. It’s what sets us apart from our competition," said Publix President Todd Jones. “I’m proud of our associates for creating moments our customers will always remember.”
The ACSI is produced through a partnership between the University of Michigan Business School, the American Society for Quality and the international consulting firm, CFI Group.
Publix is privately owned and operated by its 146,500 employees, with 2009 sales of $24.3 billion. It operates 1,032 stores in Florida, Georgia, South Carolina, Alabama and Tennessee.