How Shoppers Really Feel About a Fortune 500 Home Improvement / Farm Supply Retailer
Simbe partnered with DMG to survey over 1,000 shoppers across 10 national retailers, including one of the country’s largest home improvement chains, to understand what factors most shape shopper satisfaction, spend, and loyalty. The results are clear: shoppers value the brand’s helpful staff and trustworthiness, but several execution issues quietly undermine their satisfaction and long-term loyalty.
Where The Retailer Wins: Shopper Experience & Trust
This retailer performs above average in some of the most meaningful dimensions of shopper trust:
Helpful Customer Service: 76% (+6 pts vs. average)
Trustworthiness: 79% (+5 pts vs. average)
Pleasant Online Ordering: 74% (+2 pts vs. average)
Shoppers consistently describe staff as friendly, approachable, and willing to assist. However, they also expressed a desire for more available help and in-aisle support.
Shelf Execution Opportunity
Shoppers flagged frustrations that, over time, chip away at loyalty and reduce overall satisfaction.
Issues included:
Pricing mismatches between shelf and checkout
Inadequate staff availability when assistance is needed
Disorganized shelves or unclear product locations
“They could have more workers available to help answer questions.”
– Survey respondent
“They could have more items needed, and staff that has a clue what things are and where they’re located.”
– Survey respondent
This retailer also ranked below average on “innovation”. All areas show potential opportunity to improve through in-store technology.
How Simbe Helps Close the Gap
Simbe’s Store Intelligence™ platform helps retailers like Country Supplier, HomeBase, United Supermarkets, and BJ’s Wholesale Club close the store execution gap with real-time shelf digitization, AI, and automation. 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
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 your account executive, to walk through the findings and discuss how Simbe can help turn insight into action.