DMG’s 2025 Retail Shopper Experience Survey
What shapes shopper loyalty most? Simbe partnered with DMG to find out, surveying over 1,000 grocery shoppers across 10 national retailers. The findings reveal a gap between perceived satisfaction and reliable execution in-store, especially at the shelf.
The Shopper Experience Breakdown
While satisfaction scores are strong, many shoppers hesitate to recommend their primary store signaling an execution trust gap.
Despite high reported satisfaction, shoppers face breakdowns that quietly erode confidence at key moments in the journey.
1 in 3 report encountering out-of-stock items “at least sometimes,” especially during promotions.
Nearly half (48%) have experienced pricing mismatches or promo errors at checkout, creating friction at the most sensitive point of the trip.
Online isn’t immune:
25% report delays in online orders
20% cite frequent substitutions or inaccuracies
These daily moments of broken trust weaken loyalty over time.
The Loyalty Gap
On the surface, 83% of shoppers say they’re satisfied with their primary grocery retailer. But only 48% would recommend the store to a friend or family member.
That delta highlights a shift: loyalty now hinges on execution. When products are missing, prices don’t match, or digital promises fall short, confidence falters—even if the overall experience feels positive.
What Shoppers Say About Automation
Among shoppers who notice in-store robots, the impact is overwhelmingly positive. Automation signals that a retailer cares about getting it right.
97% say automation improves or maintains their perception of the store
99% are more likely—or just as likely—to return
Common sentiments include:
“Modern.” “Organized.” “Well-stocked.” “Easier to shop.”
Where Trust Is Won—or Lost
The shelf is key for loyalty. Stockouts, price mismatches, and fulfillment issues silently chip away at trust, even when everything else, from loyalty programs to promotions, is working well.
Execution is now the differentiator. In a world of rising shopper expectations, what happens in the aisle defines how the brand is remembered.
The Path Forward: Smarter Store Execution
Simbe’s Store Intelligence™ platform helps retailers close the execution gap with real-time visibility into the shelf. That means faster action, fewer missed sales, and stronger shopper trust.
Retailers using Simbe achieve:
98%
on-shelf availability
90%
improved pricing accuracy
50 hours/store/week
rededicated to shoppers
Curious How Your Stores Stack Up?
Let’s walk through the findings together.