H-E-B Honored for Online Grocery Experience by Ipsos; Carlos Aragon Shares
TEXAS - While less than a decade ago the concept of e-commerce was just blossoming, now its growth has hit full throttle and is showing no signs of slowing down. With the importance of online ordering and shopping hitting new highs due to the pandemic, for retailers to be recognized for their virtual platforms is an achievement. As Ipsos, a global research firm, has released the findings of its latest E-Commerce Experience Report, H-E-B is one such grocer in the spotlight as it has been awarded with Best Online Shopping Experience.
“As we continue to see the adoption and usage of digital offerings rise, it is critical for brands to ensure a seamless and safe end-to-end e-commerce experience to keep customers coming back,” said Carlos Aragon, Vice President of Ipsos Channel Performance. “Knowing which brands are leading the pack—and more importantly, why—is critical to succeeding in the e-commerce.”
The mystery shopping study ranks nationwide brands on their fulfillment of online orders for pickup, according to a press release, and focused on feedback from 2,000 consumers across 14 different grocery chains.
Some of the considerations taken into account for the survey include:
- User experiences of brands’ online and/or mobile ordering platforms
- Accuracy of orders and standards of product quality
- How wait times were impacted by order volumes
- Whether pickup instructions were followed by associates
- Availability of menu items and inclusion in online orders
Based on its findings, H-E-B ranked in the top spot, recognized for its in-stock availability, ability to schedule pickup times, and giving good instructions on order pickup. Additionally, the survey mentioned the chain’s perfect accuracy, no fees or minimums, and excellent communication. Publix came in second place, and Aldi earned the third-place spot.
In addition to its rankings, the report found that 78 percent of Americans have increased their use of in-store and curbside pickup options since the start of the pandemic. It also found that even as the pandemic begins to subside, 69 percent of those surveyed said they are expecting to continue using e-commerce options at the same levels, if not higher.
To read the experience report in full, click here.
With the e-commerce sector evolving at lightning speed, what moves will retailers make to strengthen their positions in the market? AndNowUKnow will keep an ear to the newswire.