April 2021 - 36

FARM MARKET & AGRITOURISM
'Delighting' the online customer ideal marketers' goal
BRIAN MOYER
Penn State Extension
bfm3@psu.edu
From Brick Meets Click:
The total U.S. online grocery market
posted $9.3 billion in sales during
January as more than 69.7 million
U.S. households placed on average
2.8 orders across delivery, pickup
and ship-to-home, according to the
Brick Meets Click/Mercatus Grocery
Shopping Survey fielded Jan. 28-31,
2021.
The delivery and pickup segment
captured $7.1 billion in January 2021,
accounting for 77% of all online
grocery spending during the month.
Total sales grew 15% in January
2021 ($9.3 billion) vs. November 2020
($8.1 billion), driven largely by a 16%
increase in the number of households
buying online, according to Brick
Meets Click.
The strong gains in the total number
of households shopping online during
January were tempered by sharp
declines in the leading indicator
" likelihood to use a specific service
again, " which measures the share of
customers who are extremely or very
likely to place another online order
with the same provider within the next
month.
Brick Meets Click reported the
overall satisfaction metric dropped to
56% in January, down more than 32%
from the record high ratings level in
November 2020.
The pickup segment had the greatest
decline (35 points) during the period.
In their effort to improve
efficiencies in their online ordering,
food retailers have entered into a big
customer satisfaction problem.
I've seen my local grocery store go
from having an employee shop for
a single online order to having that
same employee push a huge cart filling
multiple orders at once to improve
fulfillment efficiencies. So, mistakes
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April 2021

Table of Contents for the Digital Edition of April 2021

April 2021 - 1
April 2021 - 2
April 2021 - 3
April 2021 - 4
April 2021 - 5
April 2021 - 6
April 2021 - 7
April 2021 - 8
April 2021 - 9
April 2021 - 10
April 2021 - 11
April 2021 - 12
April 2021 - 13
April 2021 - 14
April 2021 - 15
April 2021 - 16
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April 2021 - 18
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April 2021 - 21
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April 2021 - 44
https://www.nxtbook.com/greatamericanmediaservices/FGN/may-2024
https://www.nxtbook.com/greatamericanmediaservices/FGN/april-2024
https://www.nxtbook.com/greatamericanmediaservices/FGN/march-2024
https://www.nxtbook.com/greatamericanmediaservices/FGN/february-2024
https://www.nxtbook.com/greatamericanmediaservices/FGN/january-2024
https://www.nxtbook.com/greatamericanmediaservices/FGN/december-fgn
https://www.nxtbook.com/greatamericanmediaservices/FGN/fgn-vgn-40-under-40-class-of-2023
https://www.nxtbook.com/greatamericanmediaservices/FGN/buyers-guide-2024
https://www.nxtbook.com/greatamericanmediaservices/FGN/november-2023
https://www.nxtbook.com/greatamericanmediaservices/FGN/october-2023
https://www.nxtbook.com/greatamericanmediaservices/FGN/september-2023
https://www.nxtbook.com/greatamericanmediaservices/FGN/august-2023
https://www.nxtbook.com/greatamericanmediaservices/FGN/july-2023
https://www.nxtbook.com/greatamericanmediaservices/FGN/june-2023
https://www.nxtbook.com/greatamericanmediaservices/FGN/may-2023
https://www.nxtbook.com/greatamericanmediaservices/FGN/april-2023
https://www.nxtbook.com/greatamericanmediaservices/FGN/march-2023
https://www.nxtbook.com/greatamericanmediaservices/FGN/february-2023
https://www.nxtbook.com/greatamericanmediaservices/FGN/january-2023
https://www.nxtbook.com/greatamericanmediaservices/FGN/december-2022
https://www.nxtbook.com/greatamericanmediaservices/FGN/november-2022
https://www.nxtbook.com/greatamericanmediaservices/FGN/buyers-guide
https://www.nxtbook.com/greatamericanmediaservices/FGN/october-2022
https://www.nxtbook.com/greatamericanmediaservices/FGN/september-2022
https://www.nxtbook.com/greatamericanmediaservices/FGN/august-2022
https://www.nxtbook.com/greatamericanmediaservices/FGN/july-2022
https://www.nxtbook.com/greatamericanmediaservices/FGN/june-2022
https://www.nxtbook.com/greatamericanmediaservices/FGN/may-2022
https://www.nxtbook.com/greatamericanmediaservices/FGN/april-2022
https://www.nxtbook.com/greatamericanmediaservices/FGN/march-2022
https://www.nxtbook.com/greatamericanmediaservices/FGN/february-2022
https://www.nxtbook.com/greatamericanmediaservices/FGN/buyersguide-2022
https://www.nxtbook.com/greatamericanmediaservices/FGN/january-2022
https://www.nxtbook.com/greatamericanmediaservices/FGN/december-2021
https://www.nxtbook.com/greatamericanmediaservices/FGN/november-2021
https://www.nxtbook.com/greatamericanmediaservices/FGN/october-2021
https://www.nxtbook.com/greatamericanmediaservices/FGN/september-2021
https://www.nxtbook.com/greatamericanmediaservices/FGN/august-2021
https://www.nxtbook.com/greatamericanmediaservices/FGN/july-2021
https://www.nxtbook.com/greatamericanmediaservices/FGN/june-2021
https://www.nxtbook.com/greatamericanmediaservices/FGN/may-2021
https://www.nxtbook.com/greatamericanmediaservices/FGN/april-2021
https://www.nxtbook.com/greatamericanmediaservices/FGN/march-2021
https://www.nxtbook.com/greatamericanmediaservices/FGN/february-2021
https://www.nxtbook.com/greatamericanmediaservices/FGN/buyersguide-2021
https://www.nxtbook.com/greatamericanmediaservices/FGN/january-2021
https://www.nxtbook.com/greatamericanmediaservices/FGN/december-2020
https://www.nxtbook.com/greatamericanmediaservices/FGN/november-2020
https://www.nxtbook.com/greatamericanmediaservices/FGN/october-2020
https://www.nxtbook.com/greatamericanmediaservices/FGN/september-2020
https://www.nxtbook.com/greatamericanmediaservices/FGN/august-2020
https://www.nxtbook.com/greatamericanmediaservices/FGN/july-2020
https://www.nxtbook.com/greatamericanmediaservices/FGN/june-2020
https://www.nxtbook.com/greatamericanmediaservices/FGN/may-2020
https://www.nxtbook.com/greatamericanmediaservices/FGN/april-2020
https://www.nxtbook.com/greatamericanmediaservices/FGN/march-2020
https://www.nxtbook.com/greatamericanmediaservices/FGN/february-2020
https://www.nxtbook.com/greatamericanmediaservices/FGN/buyersguide-2020
https://www.nxtbook.com/greatamericanmediaservices/FGN/january-2020
https://www.nxtbook.com/greatamericanmediaservices/FGN/december-2019
https://www.nxtbook.com/greatamericanmediaservices/FGN/november-2019
https://www.nxtbook.com/greatamericanmediaservices/FGN/october-2019
https://www.nxtbook.com/greatamericanmediaservices/FGN/september-2019
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