How H-E-B Shoppers Really Feel and Where Opportunities Exist
Simbe partnered with DMG to survey over 1,000 grocery shoppers across 10 national retailers, including H-E-B, to understand what factors most shape shopper satisfaction, spend, and loyalty. The results are clear: H-E-B is the standout performer on nearly every metric. Shoppers praise the brand’s consistency, product quality, and strong service. But there’s one area where friction persists and it’s becoming more critical: online fulfillment.
Where H-E-B Leads: Shopper Loyalty, Frequency, & Experience
H-E-B ranked #1 or #2 across all major shopper sentiment benchmarks:
Shopper Satisfaction: #1 overall (+12% vs. average)
Net Promoter Score: #1 overall (+21% vs. average)
Shopping Frequency:
In-store: 54.2 trips/year (+24% vs. average)
Online: 31.0 trips/year (+33% vs. average)
Shoppers consistently call out:
Helpful and friendly associates
High-quality products and fresh departments
Stores that are well-organized and easy to shop
Where There’s Opportunity: Online Fulfillment
While H-E-B leads in satisfaction, shoppers flagged recurring frustrations that can erode loyalty.
The online ordering experience was rated below average across a few sectors including:
Higher-than-average rate of missing/substituted items
Slower order readiness vs. competitors
“Online ordering is convenient—but items are often unavailable or wrong.”
– Survey respondent
These realities can impact shopper trust and confidence in H-E-B.
How Simbe Helps Raise the Bar
Simbe’s Store Intelligence™ platform helps grocers digitize and maintain accurate, real-time shelf data supporting faster, more reliable online order fulfillment and improved omnichannel execution.
With Simbe, Retailers Like Wakefern, BJ’s Wholesale Club, and SpartanNash Achieve:
50%
faster eCommerce order fulfillment
98%
on-shelf availability
90%
improved pricing accuracy
50
hours/store/week rededicated to shoppers
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.
99% are more likely—or just as likely—to return
97% say automation improves or maintains their perception of the store
Common sentiments include:
“Modern.” “Organized.” “Well-stocked.” “Easier to shop.”
Want to Learn More?
Connect with Barbra, your account executive, to walk through the findings and discuss how Simbe can help H-E-B turn insight into action.