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Publix Again No. 1 In Grocery Satisfaction Index

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By MICHAEL SASSO

msasso@tampatrib.com

Published: February 18, 2009

TAMPA - Publix has once again topped all other supermarkets nationwide in customer satisfaction, according to a new survey by the University of Michigan and other groups.

The Lakeland-based grocery chain received a score of 82 out of a 100 possible points in the fourth quarter 2008 American Customer Satisfaction Index. The index is compiled by the University of Michigan's business school, the American Society for Quality and CFI Group.

It was the 15th consecutive year that Publix has topped the list in the index's supermarkets category, which has eight entries. The index measures supermarkets in the fourth quarter each year.

The second-place finisher was the broad "all others" category, with an index score of 79. Grocery chain Kroger finished third with a score of 77 and natural food chain Whole Foods Market finished fourth with a score of 75.

Among other chains with a local presence, Winn-Dixie Stores finished seventh, with an index score of 73, and Wal-Mart Stores finished eighth, with a score of 68. Tampa-based Sweetbay Supermarkets was not listed in the survey.

The operators of the index created an econometric model to measure customer satisfaction based on interviews with 70,000 consumers. The index measures satisfaction among more than 200 companies in 45 industries.

Reporter Michael Sasso can be reached at (813) 259-7865.

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