Cream of the crop

These 2 Texas companies rank among the brands America loves most

Texas grocery chain H-E-B is one of the most beloved in the U.S.

Photo by John Everett

Two Texas companies are among the most trusted in the U.S. A new study shows San Antonio-based financial services provider USAA and grocery chain H-E-B are among the companies most beloved by American consumers.

For its ninth annual 2018 U.S. Customer Experience Excellence Analysis, professional services firm KPMG LLP interviewed more than 7,500 U.S. consumers to gauge their feelings about 250 brands across 10 sectors. KPMG then ranked each brand on six customer experience factors: personalization, integrity expectations, resolution, time and effort, and empathy.

Overall, San Antonio-based USAA came in at No. 2 (unchanged from 2017), right behind Navy Federal Credit Union, while H-E-B ranked fourth, climbing 12 spots from 2017.

The KPMG study notes that USAA, which caters to active and retired military members and their families, went above and beyond in 2017 to protect the financial security of policyholders harmed by natural disasters such as Hurricane Harvey, which battered Texas last year.

“Whether using drones to survey affected areas or establishing field offices for members to make claims and rectification quick and easy, [customers] believe USAA does everything in its power to ensure their problems are resolved. Every member is seen as an individual and treated as such,” KPMG says in the study. “Along with fulfilling its core mission, USAA continues to innovate introducing new technologies and approaches that benefit its members.”

As for H-E-B, the dominant grocer in Texas, KPMG praises the company for consistently maintaining the values of its founder, Florence Butt. In KPMG’s rankings, H-E-B was the No. 1 grocery chain.

“The brand stands on a moral foundation, donating 5 percent of its pre-tax profits to charity, and a customer experience design that focuses on shoppers and the surrounding communities,” KPMG says. “H-E-B builds trust through its community behavior and its focus on doing the right thing for its customers.”

As examples of H-E-B’s community dedication, the KPMG study cites the Excellence in Education Program, which honors deserving educators and school districts, and the Community Investment Program, which contributes to nonprofit organizations in markets where H-E-B operates stores.

“Serving customers is at the heart of everything H-E-B does, from the boardroom to the receiving docks,” KPMG says.

Here are the top 10 customer experience champions in the KPMG study:

Navy Federal Credit Union
USAA
Disney Parks
H-E-B
Calvin Klein
Publix
Wegmans
Avon
JetBlue
Amazon

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Animal News

Dallas animal shelter hires distinguished new assistant director

DAS

Dallas Animal Services assistant director Amanda Earl

Dallas' animal shelter has hired a well-regarded animal professional to be second in command: According to a release, Dallas Animal Services (DAS) has appointed Amanda Earl to serve as the newest Assistant Director of Dallas Animal Services, effective November 17.

Earl brings more than 26 years of leadership in animal services, municipal operations, and animal welfare. She recently served as the Executive Director of the Darlington County Humane Society, where she secured funding to build a surgical suite and helped establish operational procedures for a new 14,000-square-foot shelter facility.

Her leadership experience includes roles with the cities of Lewisville, Grand Prairie, Hurst, Richardson, Farmers Branch, and Mesquite, as well as the SPCA of Texas.

Throughout her career, she has demonstrated exceptional expertise in shelter operations, animal welfare, community engagement, and organizational leadership. Amanda has also contributed to the advancement of animal welfare across Texas through her service on multiple advisory boards and coalitions, including the Texas Animal Shelter Coalition, Plano and Lewisville Animal Services Advisory Committee, Hurst Animal Services Advisory Committee, and Texas Unites for Animals.

She holds several professional certifications, including TDSHS Basic, Advanced and Administrative Animal Control Officer Certifications, Certified Animal Euthanasia Technician, Fear Free Shelter Certification, and the prestigious Certified Animal Welfare Administrator (CAWA) credential.

Known for her collaborative leadership and ability to build strong partnerships, Amanda will lead DAS' Field Services, Cruelty Investigations, Medical Operations, and Shelter Operations.

Earl joins DAS director Paul Ramon, who has worked at the shelter since 2022. She replaces Mary Martin, the former, also highly-regarded Assistant Director, who departed in March 2025 to become the Director of Riverside County Department of Animal Services in California.

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