H-E-B dethrones Amazon as nation’s top grocer, study says

On Tuesday, January 31, Dunnhumby, a U.K.-based global consumer research company, released its sixth annual Retailer Preference Index, which uses grocery customer surveys and financial reports to rank the top-performing grocers nationally. 

In 2020, H-E-B claimed the first-place title. It was the first time H-E-B took the No. 1 spot. The grocery giant previously ranked at No. 4 in 2018 and 2017. For the past two years, Amazon has claimed the first-place crown with H-E-B and Costco following closely behind.

This year, H-E-B took the top spot at No. 1, while Costco took second place and Amazon landed in the No. 3 spot. According to the survey, the three retailers provide the best combination of customer benefits while minimizing customer costs.

H-E-B beat Amazon on the two most important pillars, “Price, Promotions, and Rewards” and “Quality,” according to the survey. H-E-B also showed the highest percentage (72%) for having a strong emotional connection with its customers and for its affordability (46%).

“H-E-B is unique in the sense that, aside from an average ranking in the ‘Speed and Convenience’ pillar, it ranks in the top quartile in every pillar,” the survey praised. “It delivers many benefits without asking its customers to trade-off.”

From the 2023 report, Dunnhumby used the following seven drivers of customer preference for its ranking: price, promotions, and rewards; quality; speed and convenience; digital and operations. It also surveys 10,000 U.S. grocery shoppers.

When H-E-B was named the top grocer from Dunnhumby in 2020, the chain celebrated the accomplishment by presenting each of its employees with a $100 bill.

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