In its Grocery Shopping Experience Survey, which garnered 28,940 responses from May 11 through May 15, 2020, DISQO found that 85.7% of respondents reported acquiring their groceries via in-store shopping, compared to 26.7% of people who used grocery delivery or pickup options.
About 39% reported doing less in-store shopping compared with two months ago and 26% reported purchasing more bulk items. Another 16% said they were ordering more grocery delivery and 15% were opting for more curbside pickup orders.
Despite an uptick in online grocery and curbside pickup, the majority of respondents (86.4%) said they still shopped through one channel with 73.3% choosing in-store shopping only, grocery pickup (7.4%), or delivery (5.7%).
Customer satisfaction ranks higher for pickup and delivery than in-store grocery shopping
Among people who have recently used all three grocery shopping methods (in-store, pick-up, and delivery), online ordering for store pickup generated the highest level of shopper satisfaction.
“Interestingly, among those who only shopped online for delivery and pickup, delivery provided a slightly higher level of shopper satisfaction (with 79.7% being satisfied with delivery compared to 78.1% for pickup),” noted DISQO in its report.
While 71% reported satisfaction with in-store grocery shopping, 81% and 80% reported satisfaction with grocery pickup and delivery, respectively.
Shoppers who opted for in-store & pickup, and pickup only, were most likely to order directly through the store (91% and 85% respectively).
Those who ordered delivery only, and in-store & delivery, were most likely to use a third-party service (46% and 42% respectively). Among the shoppers using online grocery services, 68% ordered their groceries directly through the store, while 23% ordered through a third-party service such as Instacart or Shipt, according to the survey.
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June 10, 2020 at 09:41PM
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Report: In-store shopping still the predominant and preferred way to buy groceries - FoodNavigator-USA.com
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