The online grocery post-purchase experience
What matters most to consumers who purchase groceries online
From online shopping drivers to checkout, delivery, and value-added services, explore findings from our latest consumer survey, including where retailers are meeting expectations and where customers say they have unmet needs.
Delivering what grocery shoppers value most
Online ordering and delivery are core grocery channels across the industry. For frequent digital grocery shoppers, convenience drives purchase decisions, making value-added services an important differentiator.
Deloitte surveyed online grocery shoppers to understand how they shop, what their current experiences are like, which services they value most, and what additional tools they need. The findings highlight gaps between the capabilities that influence where consumers choose to shop and the areas where their needs remain unmet.
For grocery companies, these insights point to practical opportunities to improve the post-purchase experience, reduce service friction, support cart value, and strengthen the economics of online grocery.
Where grocery companies should focus to engage their online shopper
