H-E-B, Publix, and Aldi were ranked the top three grocery chains for their ecommerce experience, according to Ipsos' latest Ecommerce Experience Report. The research found that 78 percent of Americans have increased their use of in-store and curbside pickup options since the start of the pandemic, and even as it subsides, 69 percent said they expect to continue using ecommerce options at the same levels, if not higher.
Relying on customer feedback across 14 grocery chains, H-E-B made the top of the list due to its in-stock availability, ability to schedule pickup times, and good instructions on order pickup. Perfect accuracy, no fees or minimums, and "excellent communication" also helped it lead the category, according to Ipsos.
Publix came in a close second due to its ease of ordering and "superb communication." In addition, Publix excels in order accuracy and contactless handoffs, according to Ipsos.
In third, Aldi also exceled in pickup scheduling flexibility, in-stock availability, order accuracy, and overall satisfaction.
“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 ecommerce 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 ecommerce economy.”
Related: Restored Central Market Location Reopens; Publix Raises Millions to Support Food Banks.
Image: H-E-B