San Antonio-based H-E-B drops from top spot in annual customer-satisfaction report

San Antonio-based H-E-B is no longer the top U.S. food retailer when it comes to customer satisfaction, according to a report released Tuesday by British data science firm Dunnhumby.

After taking the top spot last year, H-E-B dropped to No. 5 in Dunnhumby’s 2025 Customer Satisfaction Index, which measures how happy customers are with their shopping experiences. The decline reflects a 4% slide in H-E-B’s overall customer satisfaction, according to the analysis.

“While customer satisfaction is steady overall for supermarkets, the customer experience shows some deterioration at the industry level,” the report said.

Despite H-E-B’s tumble in customer satisfaction, Dunnhumby ranked it as the nation’s best grocer in a separate report released earlier this month. That report’s rankings are based on customer surveys about retailers’ prices, assortment of goods, quality and more.

In the customer-satisfaction report, Florida-based Publix took the top slot, followed by Trader Joe’s and Sam’s Club. Northeastern U.S. chain Wegman’s narrowly edged out H-E-B to take the No. 4 spot.

Even so, H-E-B remains the grocer with the highest customer satisfaction in the Southern United States, according to Dunnhumby,

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This article appears in Jan 22 – Feb 4, 2025.