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Click, Deliver, Trust:

The small moments that make or break grocery loyalty

We spoke to 100 everyday grocery customers across the US & UK to uncover the trust triggers and tiny moments like driver chats, last-minute swaps, and surprise promos that shape lasting loyalty.

What is Insight Digest?

Think of it as a weekly espresso-sized shot of insight to your inbox: one key insight and one surprising outlier.

We’ll pull together real insights from real customers so you can make real decisions—real fast. 


Insights at a glance

Delivering the truth

92% 🤝

of participants described app usability or navigation as a key factor in how often they return to a platform.

88% 🧑‍🤝‍🧑

of participants recalled at least one positive or negative driver interaction that stuck with them.

67% 🎁

of participants mentioned using promotions, free delivery perks, or loyalty rewards as a reason they picked one service over another.

More than 1 in 3 participants said a single bad substitution made them question the whole service!

Loyalty drivers

From first click to repeat purchase

😩 Substitution Frustration Is a Universal Churn Trigger


“I use Morrisons for a full shop, Uber for milk and bananas."

59 participants mentioned

78 total mentions

8.5/10 Confidence Score

👑 Convenience is King, But Predictability is the Crown


“I don’t need it fast. I need it when I said I would.”

53 participants mentioned

71 total mentions

8.5/10 Confidence Score

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Intriguing Outliers

Beyond the usual picks

👦👧 Let me shop with my kids through the app  they help plan.

“They pick out cereal on the app. It’s fun and saves drama later.”

🧠 Key takeaways

  • A single bad product substitution can break trust and drive customers away — loyalty is fragile.
  • While convenience matters, customers crave predictability even more — surprise them the wrong way, and they’re gone.
  • Outlier Insight: One customer sees shopping as a shared experience — letting their kids help choose items through the app made it feel collaborative, not transactional.

Unlock the full potential of Insight Streams.

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