Publix Super Markets Raises Customer Experience Level with Instacart

Publix Super Markets has always been about serving the customer, a commitment spanning its more than 85 years of existence. Catering to, and elevating the customer experience is a daily goal.

Starting July 12, Publix will pilot a service with Instacart in select areas of Miami. Instacart is an ecommerce and delivery service that allows customers to place their grocery orders online and have their items delivered right to their doorsteps. Customers can place orders by visiting

Instacart will receive, fulfill, and deliver customers’ orders in the greater Miami area — servicing 37 ZIP codes from Hallandale Beach to South Miami. Customers can enter their ZIP code on the Instacart website to find out if the service is available where they live.

Maria Brous, Director of Media & Community Relations at Publix Super Markets, told Loyalty360 that Publix is always focused on enhancing the customer experience and providing its customers with options to meet their needs.

“We know this service is something our customers are interested in, and we’re excited to learn more as we move forward with this pilot,” Brous explained. “We recognize that every customers’ needs are different. Home delivery is a need for some of our customers. We are proud to collaborate with Instacart to bring this service to our customers.”

Publix will work to better understand the opportunities this service provides the company’s customers and associates by starting with a pilot and evaluating the results prior to expanding the program.

Items excluded from purchase at Publix through Instacart are alcohol, tobacco, gift cards, prescriptions, and age-restricted items. Printed and digital coupons are not redeemable through Instacart at this time. All orders must be at least $10 and delivery fees may apply.

“Our customers and associates are our lifeline,” Brous said. “We are always looking at ways to enhance the customer shopping experience, in-store and beyond.”  

Publix, which is privately owned and operated by its 182,500 employees, recorded sales of $32.4 billion in 2015. Currently, Publix has 1,118 stores in Florida, Georgia, Alabama, Tennessee, South Carolina, and North Carolina. The company has been named one of Fortune’s “100 Best Companies to Work for in America” for 19 consecutive years. In addition, Publix’s dedication to superior quality and customer service is recognized among the top in the grocery business.

Founded in San Francisco in 2012, Instacart has quickly scaled to 25 metropolitan areas across the U.S. By combining a personal touch with cutting-edge technology, Instacart offers customers a simple solution to save time and eat fresh food from the grocery brands they trust. Instacart is the only grocery service that can meet today’s on-demand lifestyle by delivering in as little as one hour. The first delivery with Instacart is free.

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