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
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 transactionGet the Report!
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
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 CaddleⓇ and has a Margin of Error of 1% or lower.