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Grocery Ecommerce Shoppers Prefer 3rd-Party Delivery Services Over Grocers' Own

January 21, 2019 / progressivegrocer

While the number of grocers building out their ecommerce infrastructure grows every year, most customers prefer to use alternative delivery services such as Google Express, Instacart or Ocado, according to a new report from Paris-based multinational consulting corporation Capgemini. Titled "The Last-Mile Delivery Challenge," the report says that 65 percent of customers surveyed globally find performance of traditional retailers' delivery services subpar when compared with alternative grocery delivery services, which they're using instead. Consumers are dissatisfied with the current state of last-mile delivery, citing high prices (59 percent), nonavailability of same-day delivery (47 percent) and late deliveries (45 percent) as the top reasons for their disappointment. Nearly half (48 percent) of dissatisfied customers would stop purchasing from an offending retailer if unsatisfied with delivery, and those who would continue spending would reduce that amount by 45 percent.