According to a new study conducted by the Omnichannel Shopper Behavior Report, shoppers who had a great experience with an online grocery store were 2.2 times more inclined to utilise that service more frequently than those who did not have a good experience. The research also identifies the most important aspects of a pleasant experience, the main variations in usage and loyalty between pickup and delivery, and the different kinds of financial incentives that encourage experimentation.
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The effects of pleasant and unpleasant events are very different. When compared to positive experiences, negative experiences increased the likelihood of using a service less frequently by 2.6 times. Additionally, these unsatisfied clients were 3.4 times more likely to change services and 1.6 times more likely to cease using this kind of service altogether.
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