HEB Surveys – Innovative Data Collection for Smarter Decisions
                     Visually stunning. Insightfully 
smart. That’s HEB Surveys
HEB Surveys: Key 
Insights Presentation
Welcome! Today, I'm excited to present the findings from our survey 
project, "HEB Surveys," which explores valuable insights from our 
participants to help guide future decisions.
Survey Purpose & Methodology
Our primary goal was to understand customer satisfaction and loyalty at H-E-B. We collected data from over 1,000 
participants in Q1 2025 using a mixed-methods approach.
Customer Satisfaction Customer Loyalty
Measuring overall happiness with H-E-B services. Assessing willingness to recommend and repurchase.
Online Surveys Focus Groups
Quantitative data collection from a broad audience. Qualitative insights into customer experiences.
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Participant Demographics
Our survey included a diverse group of H-E-B customers, ensuring 
representation across various segments and shopping preferences.
• Diverse Texas and Mexico • Mix of in-store and online 
customer base. grocery shoppers.
• Ages 18 and over, legal • Representation from both 
residents of Texas. urban and regional locations.
• Participants in the H-E-B • Ensuring comprehensive 
Insiders Program. feedback.
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Key Findings: Customer Satisfaction & Loyalty
Our survey revealed strong customer satisfaction and loyalty, with H-E-B significantly outperforming the grocery 
industry average in Net Promoter Score.
63 70% 7%
H-E-B NPS Promoters Detractors
Significantly higher than the industry Customers who are highly satisfied A very low percentage, indicating 
average of 37. and loyal to H-E-B. strong customer retention.
Customers consistently rated H-E-B highly in terms of price, quality, and digital experience, fostering a strong emotional 
connection with the brand.
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H-E-B Performance Highlights
H-E-B continues to be recognized as a leader in the grocery industry, excelling in various key areas that drive customer 
preference.
Top Grocery Retailer Strong Sales
Ranked #1 by dunnhumby in 2024 & 2025. $46B+ annual sales with over 435 stores.
Leading in Quality Digital Excellence
Renowned for price savings and exceptional quality. Top digital retailer with reliable delivery and app.
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Digital & Online Grocery Insights
The shift to online grocery shopping is significant, and H-E-B is at the forefront, particularly in e-commerce value and customer loyalty.
• 50% of Americans shop groceries online; H-E-B leads in value.
• High marks for app ease and on-time delivery.
• Strong customer loyalty with direct retailer shopping.
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Implications for Future Decisions
These insights provide a clear roadmap for strategic initiatives, focusing on maintaining our competitive edge and 
enhancing customer experience.
Competitive Pricing Digital Investment
Prioritize promotions to retain customer loyalty. Continue enhancing platforms and delivery reliability.
Customer Engagement Refine Experience
Personalized offers and community ties. Leverage feedback for product assortment and in-store.
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Conclusion: Leveraging Survey Insights
The survey findings validate H-E-B's strong position in customer loyalty and satisfaction, underscoring the importance of 
a data-driven approach.
Ongoing feedback is essential to maintain market leadership and support strategic growth and innovation.
Thank you for your attention and commitment to excellence.
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