H-E-B ties as best supermarket in the country for customer satisfaction

AUSTIN (KXAN) — Central Texans have a lot of love for H-E-B, so much so that the supermarket has among the highest customer satisfaction rates in the country.

The San Antonio-based chain has an 85% satisfaction rate, according to the American Customer Satisfaction Index (ACSI), up 4 points compared to 2023.

Costco and Publix also have an 85% satisfaction rate, all overtaking Trader Joe’s, which was highest ranked last year. Trader Joe’s remained at an 84% satisfaction rate for the second straight year.

How H-E-B became Texas’ favorite grocery store

“Publix sets the standard across much of the in-store experience, including staff courtesy and store cleanliness and layout, while Costco and H-E-B win on value,” a press release from ACSI said. “All three benefit greatly from the popularity of their private label brands.”

Austin-based Whole Foods has an 82% satisfaction rate, up from 79% last year. Other large retailers with rates above 80% include Sam’s Club at 83% and Target at 82%.

Walmart ranked lowest nationwide at 74%, up from 71% last year.

Hidden gems: Central Texans share their favorite H-E-B groceries

The ACSI uses customer interviews as part of a “multi-equation econometric model,” developed at the University of Michigan, to determine its scores.

Customer expectations are taken into account, as well as perceived product quality and value for money.

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