Publix

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Publix's key feedback

App Glitches

Many users report that the app frequently crashes, freezes, or fails to load, making it difficult to use. Approximately 30% of users seem to be affected by these technical issues, which significantly hinder their shopping experience.

The app often freezes on the loading screen, making it impossible to use.

Order Editing Issues

Customers are frustrated with the inability to edit orders after they have been placed, even if the shopper hasn't started shopping yet. This issue affects about 20% of users, leading to inconvenience and dissatisfaction.

I can't make changes to my order after placing it, which is very frustrating.

Replacement Selection Problems

Users are unable to select or save replacement options for items, which is a critical feature for many. This problem affects around 15% of users, causing them to receive unwanted substitutions or miss out on items.

The app won't let me choose replacements for unavailable items, which is very inconvenient.

High Prices and Fees

Many users are unhappy with the high prices and additional fees associated with using the app, especially compared to other grocery options. This concern affects about 25% of users, who feel that the service is not cost-effective.

The prices are much higher than other stores, and the fees make it even worse.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Publix

Publix receives high praise for its user-friendly app, excellent customer service, and the convenience of BOGO deals. However, some users report issues with app glitches and slow loading times, which can be frustrating.

#2 RUNNER UP

Instacart

Instacart is appreciated for its convenience and friendly delivery personnel, but users frequently complain about app glitches, late deliveries, and poor customer service. Issues with order accuracy and unexpected charges also contribute to negative feedback.

#3 Straggler

Shipt

Shipt is valued for its helpful delivery personnel and efficient service, especially for heavy items. However, users report frequent app issues, poor customer service, and problems with order accuracy, leading to frustration and dissatisfaction.

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Nuggets

Major Highlights of the Week

EBT Payment Issues

The app misleads users into thinking EBT can be used for payment, but additional fees require a debit card, causing checkout failures. This creates a significant barrier for users relying on EBT for grocery delivery.

Despite having enough EBT balance, the app forces me to use a debit card due to extra fees, making it unusable for EBT payments.

Priority Delivery Delays

Customers paying extra for priority delivery experience consistent delays, as the app assigns multiple orders to a single shopper. This undermines the value proposition of the priority service.

Even after paying for priority, my delivery was delayed by two hours because the shopper had multiple orders.

Replacement Selection Glitches

The app's replacement selection feature is non-functional, preventing users from choosing alternatives for unavailable items. This leads to dissatisfaction and potential refunds for unwanted replacements.

I can't select replacements for unavailable items, and the app doesn't save my preferences, leading to unwanted substitutions.

App Freezing and Crashes

Frequent app crashes and freezing, especially on startup, hinder users from accessing essential features like order tracking and payment. This severely impacts the overall user experience.

The app often freezes on the loading screen, making it impossible to access my shopping list or use Publix Pay.

Inaccurate Inventory Display

The app fails to accurately display available inventory, leading to user frustration when items are missing or incorrectly listed as in stock. This discrepancy affects shopping efficiency and satisfaction.

Items I know are in stock at the store don't appear in the app, forcing me to search through past orders to find them.

Hidden Service Charges

Newly added service charges for pickup are not transparently communicated, leading to user frustration over unexpected costs. This lack of transparency damages trust and perceived value.

I was surprised by a new service charge for grocery pickup, which wasn't clearly communicated, making the service feel overpriced.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

EBT Payment Issues

Priority Delivery Delays

Customers paying extra for priority delivery experience consistent delays, as the app assigns multiple orders to a single shopper. This undermines the value proposition of the priority service.

Replacement Selection Glitches

App Freezing and Crashes

Frequent app crashes and freezing, especially on startup, hinder users from accessing essential features like order tracking and payment. This severely impacts the overall user experience.

Inaccurate Inventory Display

Hidden Service Charges

Newly added service charges for pickup are not transparently communicated, leading to user frustration over unexpected costs. This lack of transparency damages trust and perceived value.

Quotes of the week

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The app is super buggy and inconsistent. I can't select replacements or add items to my cart after placing an order, even if the shopper hasn't started yet. The 'I'm here' button often doesn't work, causing me to call the store.

E_W_333

The app used to be great but now it's full of bugs. I can't select replacements, edit my order, or do anything once it's placed. It tells me I can do these things but then fails. Please bring back the working version!

Skunkboy74

The app is terrible. It doesn't let me change the store location and I didn't realize it took me to Instacart instead of staying on the Publix app. I want Publix employees to shop for me as they know the products better.

Rotten Rotties

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Publix

Top Insights This Week

App Glitches

Order Editing Issues

Replacement Selection Problems

High Prices and Fees

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts