First-of-its-Kind eCommerce Canadian Grocery Retail Report

Insight on consumer preference across all of the major online Canadian grocery retailers

Published on December 4, 2020

Caddle launched a


eCommerce Canadian Grocery Retail Tracker,

looking at consumer preference across all of the major online Canadian grocery retailers.

What’s in the data?

The data is weighted by region, gender, and age, based on the most recent Canadian census figures to ensure that the sample reflects Canada’s population.

This report summarizes the results for 5 weeks of data collection, which includes 7,209 completed surveys

What's Inside

Online Grocery Shopping Experience Across 12 Factors

1. Easy to pick up order

2. User-friendly app/site

3. Availability of items

4. Fresh food quality

5. Payment options

6. Keeping you updated

7. Order availability/quick delivery

8. Cleanliness & hygiene

9. Order accuracy

10. Return policy

11. Price online vs. in-person

12. Secure transaction

Get the Report!
Caddle Grocery eCommerce CX Report Q4 2020 5
NPS Score by eCommerce Banner

Measuring willingness of customers to recommend a company’s products or services to others based on their experience

Key Driver Analysis

to identify attributes with the most impact on NPS


3 Key Takeaways

1. Out of 11 eCommerce grocery retailers,
the winner was no surprise…

Amazon takes 1st place

in 7 of 12 measured attributes, and top 3 in 11 of 12 attributes.


2. 50% of consumers access home delivery and click & collect equally

when it comes to online grocery shopping. Both avenues

must be optimized and are critical to winning

in eCommerce.


3. 1 in 2 consumers

are likely to use a different retailer next time they shop for groceries online.

Loyalty is low

and consumers are trying different providers.


Interested to see our In-store Grocery CX Report? See blogpost here.

*Disclaimer: all data presented is owned by Caddleand has a Margin of Error of 1% or lower.