Grabbing Groceries – Finding Usage Triggers for Grocery Home Delivery

The Challenge

How did a supermarket chain in the U.S. check usage triggers for their online grocery delivery service, review how people were using the service (both online and mobile) and gauge overall customer satisfaction with the current version?

The Solution

Using Civicom Chatterbox®, respondents were able to create a journal of their grocery delivery experience – from checking their food stock, creating a grocery list, ordering online and receiving their order. The researchers were able to narrow down the most common decision triggers for consumers to have their groceries delivered, including both a busy schedule of everyday life, as well as during house parties and holiday celebrations.

The researchers also gathered feedback on the specific online ordering service which the consumer potentially preferred over their own, in order to refine and polish their own interface to promote ease of use and engagement