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It hardly seems possible, but Texas’ favorite grocer, HEB from San Antonio, has added another award to its cart.
According to a study by research company Ipsos, HEB leads 14 major grocery chains in the US in terms of customer satisfaction with e-commerce offerings. HEB is recognized for stock availability, the ability to schedule pick-up times, and good instructions for picking up orders. It also deserves praise for high order accuracy, no fees or minimum fees, and great communication.
In May, HEB introduced free roadside pickup in more than 250 Texas stores. HEB will no longer charge a $ 4.95 roadside pickup fee as long as a minimum purchase of $ 35 is made. (Orders must be $ 35 or more before tax, discounts, promotions, or coupons. Orders under $ 35 are subject to a $ 2.95 charge.)
In 2015, HEB started the curb service. HEB started selling items online three years earlier. The first ecommerce purchase was a bespoke cake.
In 2018, HEB stepped up its e-commerce game with the acquisition of Austin-based delivery company Favor. Favor is now a wholly owned subsidiary of HEB.
Florida-based grocer Publix took 2nd place in the Ipsos study, while German grocer Aldi came in 3rd.
“As the adoption and use of digital offerings continues to grow, it’s critical for brands to ensure a seamless and secure end-to-end e-commerce experience so customers keep coming back,” said Carlos Aragon, vice president of Ipsos Channel performance, according to a July press release. “Know which brands are leading – and above all why – is crucial for success in the e-commerce economy. “
Ipsos based the rankings on feedback from 2,000 American consumers as well as 100 mystery shopping experiences for each brand.
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