3/10/2021 Infographic: Amazon Accelerates—US Grocers Turning Customers into Advocates | Bain & Company

Infographic

Amazon Accelerates: US Grocers Turning

Customers into Advocates
Our latest survey of grocery shoppers inds Amazon, warehouse clubs, and mass merchants winning fans.

By Lisa Koetter and Stephanie Puzio

March 02, 2021

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Overcoming Covid-19 constrai

Consumers are giving US grocers higher Net Promot
the easing of operational challenges posed by th
Average NPS® for Q4 2020

47
Club grocers
29 Mass
merchants

+4 +6
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3/10/2021 Infographic: Amazon Accelerates—US Grocers Turning Customers into Advocates | Bain & Company

Average NPS increase from Q3 to Q4 2020

Warehouse clubs maintain tract

Regional grocers and the big three warehouse clubs
our consumer advocacy in grocery ranking, compile

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Top 25

Pickup bounces back

Online pickup satisfaction has rebound

+4 +29

The online grocery experience remains patch

Out-of-stocks are the main challenge, hitting one
Percentage of respondents who

Products were out of stock

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3/10/2021 Infographic: Amazon Accelerates—US Grocers Turning Customers into Advocates | Bain & Company
Products were out of stock

There were too many substitutions or items missing

They did not have the range/brands I was looking for

The service limited the number of items I was allowed to order

There were no delivery or pickup slots available
in the time frame I wanted
The quality of fresh food was poor

The products were damaged

Website or app was unavailable/crashed
or I was not able to complete the order

How grocers can maintain digital momentum

Fix out-of-stocks Gather continuous Meet rising

as a matter of customer and
https://www.bain.com/insights/amazon-accelerates-us-grocers-turning-customers-into-advocates-infographic/
expectations with 5/7
 as a matter of customer and expectations with
3/10/2021 Infographic: Amazon Accelerates—US Grocers Turning Customers into Advocates | Bain & Company

urgency employee innovation; 51%

feedback to evolve of shoppers now
and improve the buy at least some
overall experience groceries online

Notes: NPS® measures a customer’s willingness to recommend a brand to others; Amazon NPS includes Amazon, Amazo
customers, as well as shoppers at Amazon Go stores; Net Promoter Score℠ and Net Promoter System℠ are service mark
Inc., and Fred Reichheld; Net Promoter® and NPS® are registered trademarks of Bain & Company, Inc., Satmetrix Systems
Source: Advocacy in Retail Grocery study Q4 2020 (n=10,254) and Q3 2020 (n=27,430) conducted by Bain and ROIRocke

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3/10/2021 Infographic: Amazon Accelerates—US Grocers Turning Customers into Advocates | Bain & Company

TAGS

Grocery Retail

Authors

Lisa Koetter 
Partner, Boston

Stephanie Puzio 
Practice Director, Toronto

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