This is an executive summary report based on Incisiv’s analysis of the digital presence of leading grocery retailers and food banners. The companies benchmarked are based on the top 90 highest annual revenues in US, Canada and Western Europe.
grocery retailers / banners and delivery providers in US and Europe.
digital attributes studied for each banner.
data points from Incisiv’s industry data pool.
data points from Q3 2020 Grocery Shopper Survey (in partnership with Mercatus).
2020 has become the year of inflection in the online grocery space. Adoption of online shopping is expected to triple this year and the market share is set to grow to close to 21% of total grocery retail by 2025 (~60% higher than pre-COVID projections). Success in this market is predicated on adopting the right technologies and processes to meet a new shopping journey and different set of customer expectations.
Most grocery retailers are making investments but not necessarily addressing the highest priorities nor the solutions that will deliver the best maximum ROI. Chains with a higher digital maturity on Incisiv’s maturity scale have outperformed their peers in revenue growth, which has only become even more pronounced during the pandemic. Overall, however, digital maturity in the grocery retail segment remains low and lags digital maturity of the retail sector as a whole.
Ranking of the Top 90 grocery retailers and 11 delivery services companies in US and Europe based on the performance of their digital channel. The performance analysis covers four stages of the shopper journey, Product Discovery, Ordering, Fulfillment Options, and Customer Support, along with the evolution from 2019.