Imagine finishing your grocery shopping with a smile—maybe the cashier remembered your name, the stands were fully stocked, and everything just felt easy. As you walk out, you think, “I’ve got to tell someone about this place.”
That’s exactly what Net Promoter Score (NPS) is all about. It helps measure how likely people are to recommend a brand like Publix to friends and family.
In this post, we’ll break down what NPS means, why it’s important, and how Publix uses it to keep customers coming back—shopping cart after shopping cart.
What is NPS?
Net Promoter Score (NPS) is an easy and effective way to determine how your customers feel about your brand. At Publix, where friendly service and quality matter, NPS helps us understand if we’re delivering the kind of experience that makes people want to return—and tell their friends about it.
It all comes down to one key question:
“On a scale of 0–10, how likely are you to recommend us to a friend or colleague?”
Based on the answers, customers fall into three groups:
- Detractors (0–6): They didn’t have a great experience and might share that with others.
- Passives (7–8): They’re satisfied but not excited enough to recommend.
- Promoters (9–10): They love shopping with us and will likely spread the word.
To estimate your NPS, use this formula:
NPS = % of Promoters – % of Detractors
A high NPS means people are happy and loyal—it’s a sign you’re doing things right. A low score means there’s work to do. For a company like Publix, where customer care is everything, NPS is a quick but meaningful way to ensure we stay true to what matters most: happy shoppers.
Publix Super Markets NPS Performance
According to QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report, the average NPS for the grocery industry is 37. Publix Super Markets stands out with a higher-than-average NPS of 47.
Here’s a breakdown of Publix’s NPS:
- Promoters: 58%
- Passives: 31%
- Detractors: 11%
Publix’s strong NPS performance reflects a loyal customer base, with over half of respondents eager to recommend the store. The relatively low percentage of detractors also suggests a positive overall shopping experience, showing that Publix is doing a great job of earning both satisfaction and trust from its customers.
How Does Publix Super Markets Compare to Industry Benchmarks?
While many grocery retailers work hard to earn customer loyalty, Publix consistently delivers experiences that make shoppers want to return and recommend it to others.
This strong score reflects Publix’s focus on friendly service, clean stores, and a shopping environment that feels personal and dependable. In a crowded market, Publix stands out for building real relationships with its customers and meeting their needs with care and consistency.
These insights come from QuestionPro’s latest study, which surveyed 1,000 participants to measure the NPS of various companies and industries. This report reflects real customer feedback from Q1 2025 and is updated quarterly.
Publix Super Markets Customer Testimonials
Customer reviews help explain why Trader Joe’s earns such a high NPS:
“Custom-order Publix subs are delicious!
You can preorder or walk up to the counter and order.
They have a variety of subs to pick from, or they can make it the way you want it.
The portions are very generous, the ingredients are fresh, and the bread has just been baked. I will order from them again without hesitation.”“Publix is near no matter where you live in Florida, especially the central part of the state. Quality groceries and happy employees make for the best shopping experience…”
“At Publix, I find everything I need, and I mean EVERYTHING!!! I find bread, meat, cheese, cereals, yogurts, fruit, veggies, side dishes, frozen food, ice cream, and so much more! The staff is so friendly, and I have made several friends who work there! This store is great for large families and single individuals, and it has prices you can afford! By the way, this is a great place to buy warm eggs! Yum, warm EGG!!!!”
(Reviews sourced from verified users on Trustpilot.)
These testimonials highlight why Publix Super Markets enjoys strong customer loyalty—high-quality products, attentive and personalized customer service, dependable reliability, and a smooth, stress-free shopping experience that keeps customers coming back.
What’s Driving Publix Super Markets’ High NPS And CSAT?
Publix Super Markets’ strong Net Promoter Score of 47 isn’t just a number—it reflects what customers love about the brand and why they keep coming back. Here’s what’s behind that loyalty:
- Trusted Service That Feels Personal
Customers frequently highlight Publix’s friendly and helpful staff, clean stores, and welcoming atmosphere. These consistent experiences foster a sense of trust and comfort that makes people return and recommend Publix to others.
- Exceptional Customer Service
Publix is known for its friendly, attentive staff, who go the extra mile to make every shopping trip feel personal. From warm greetings at the door to helpful assistance in the aisles, customers often mention how Publix employees make them feel genuinely cared for.
- High-Quality Products and Clean Stores
Customers trust Publix for consistent quality—fresh produce, well-stocked shelves, and store-brand items that rival national names. The clean, organized layout of stores adds to the ease of shopping, making every visit smooth and enjoyable.
- Strong Community Connection
Publix builds long-term relationships with its shoppers by being more than just a grocery store. It’s a trusted part of the neighborhood—often praised for supporting local initiatives and creating a welcoming, family-friendly environment.
- Reliable and Consistent Experience
Shoppers know what to expect at Publix, and that consistency matters. Whether you’re picking up a few essentials or doing a full grocery haul, customers value the predictability and dependability of their experience.
By focusing on more than just groceries—by creating memorable, people-first shopping moments—Publix continues earning the satisfaction and loyalty that many other retailers strive to achieve.
How to Measure and Improve Your NPS?
Want to know how your Net Promoter Score (NPS) stacks up against brands like Publix? With QuestionPro, measuring and improving customer loyalty is easier. Here’s how to get started:
Launch an NPS Survey
Use QuestionPro’s ready-to-use NPS survey template that includes the essential 0–10 scale questions:
“How likely are you to recommend us to a friend or colleague?”
To dive deeper into customer feedback, add an AskWhy question that lets respondents explain their score in their own words.
If you want even more details, the AskWhy feature gives you a chance to ask an open-ended question for better context behind the scores.
Reach your audience where they are—via SMS, email, QR codes, or direct links. QuestionPro Audience can help you connect with the right respondents based on demographics or industry to target a specific group.
Track Responses in Real Time
As responses roll in, your NPS is automatically calculated. You’ll instantly see how many customers are Promoters, Passives, or Detractors. The real-time dashboard makes it easy to spot trends and understand where you’re doing well—and where there’s room to grow.
Take Action on Insights
Don’t just collect feedback—use it. Identify weak spots in your customer journey and take steps to improve. QuestionPro’s benchmarking tools also let you compare your score with others in your industry, giving you helpful context on your performance.
With these simple steps, QuestionPro helps you turn customer feedback into real improvements—building stronger loyalty and better experiences with every response.
Stay Informed with the Latest NPS Trends
Get the Q1 2025 NPS Benchmark Report to see how leading brands drive customer loyalty and discover strategies to keep their customers returning.
Want to increase your NPS? Reach out to the experts at QuestionPro for proper advice on measuring and enriching customer satisfaction.
Publix Super Markets isn’t the only company in the grocery retail industry with valuable lessons for those looking to improve their customer service and experience. Below, we recommend a few articles where you can learn how other major brands manage to maintain a high NPS and a loyal customer base — you’ll surely find some useful insights along the way.
