Amazon leads in customer satisfaction among online grocery shoppers, while traditional supermarkets have seen the biggest gain in online shopping use versus a year ago, according to the 2020 U.S. Online & In-Store Grocery Shopping Study from Retail Feedback Group (RFG).
On a scale of 1 to 5, Amazon scored 4.47 in online grocery customer satisfaction, putting the e-tail giant just ahead of Walmart at 4.38, reported RFG, which polled 2,000 grocery shoppers (split evenly between online and in-store visitors) in late April to early May. Supermarkets and food stores rated at 4.33 for their online shopping experience, below the overall satisfaction score of 4.38. Instacart-fulfilled service earned a score of 4.35.
Though still high, this year’s online grocery satisfaction ratings are down from RFG’s 2019 study, when the overall customer rating was 4.48, with scores of 4.60 for Amazon, 4.45 for Walmart, 4.43 for supermarkets/food stores and 4.48 for Instacart.
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Source: Supermarket News