H-E-B took the spot in a new survey of customer preferences by customer data science leader dunnhumby.
H-E-B was ranked No. 1 for the first time in the survey’s history. The Texas-based retailer bumped Trader Joe’s, which notched the top spot the past two years.
The other grocery retailers with the highest overall customer preference index scores are: 2) Trader Joe’s, 3) Amazon, 4) Market Basket, 5) Wegmans Food Markets, 6) Costco, 7) Aldi, 8) Sam’s Club, 9) Walmart, 10) Publix, 11) WinCo Foods, 12) Fresh Thyme, 13) Sprouts Farmers Markets and 14) ShopRite.
The study surveyed 7,000 U.S. households to determine which of the top 60 largest grocery retailers have the strongest combination of financial performance and consumer emotional sentiment.
"One of the most important findings is that leading traditional regional grocers are experiencing a resurgence in customer preference, by winning with relevance and convenience,” says Jose Gomes, president of North America for dunnhumby. “If they can compete on price and quality — the value core for grocers — they are especially well-positioned to fend off the growing threat of non-traditional players. This also leaves them better insulated against an economic downturn. In the end, there is no 'one size fits all' approach to winning in this market, and retailers with Customer First strategies are most likely to fare best."
The overall RPI ranking evaluates retailer performance on seven pillars: price, quality, digital, operations, convenience, discounts/rewards and speed. The retailers who focus their business on superior value perception – defined by the strongest combination of price and quality – tend to have the most financial success and the strongest emotional bond with customers.