walmart curbside pickup report 2017
TRANSCRIPT
Delivery Report
2
Field Agent recruited 20 agents to purchase at least $30 of groceries, including both chilled and fresh items, from Walmart.com for curbside pickup outside one of 17 Southern California Walmart stores.
DEMOGRAPHICSFemale Male
Age Range: 18-24 25-34 35-44 45-54 55-64 65+
80% 20%
10% 40% 40%
0% 10%
0%
Prior to this study, had you used Walmart Curbside Pickup?
Yes No
5% 95%
N = 20
3
How would you rate the following aspects of your Walmart ONLINE shopping experience?
ONLINE SHOPPING EXPERIENCE
Availability of specific items (i.e., ability to actually buy the brands/products you wanted for pickup at the new site)
Locating specific items (i.e., ease of searching for and finding items you wanted)
Website navigability (i.e., the ease of getting around on the website)
Setting up, opting into, and getting started with AmazonFresh IN-PERSON PICKUP
Overall online shopping experience with walmart.com
(N = 20)
80% Very good or good 85% Very good or good
90% Very good or good 85% Very good or good
90% Very good or good
Agent Screenshot
4
How LONG did it take to shop for, purchase, and arrange to pick up your groceries?
HOW LONG TO ORDER?
(N = 20)
Agent Screenshot
5%
0%
5%
30%
15%
25%
20%
Much shorter than expected
Shorter than expected
A little shorter than expected
Neutral - about what I expected
A little longer than expected
Longer than expected
Much longer than expected
5
How EASY/HARD was it to shop for, purchase, and arrange to pick up your groceries?
EASY TO ORDER?
(N = 20)
Agent Screenshot
5%0%
10%5%
0%
35%
45%
Much easier than expected
Easier than expected
A little easier than expected
Neutral - about what I expected
A little harder than expected
Harder than expected
Much harder than expected
6
How would you rate the following aspects of your Walmart CURBSIDE PICKUP experience?
PICKUP EXPERIENCE
ease of checking-in at the store
Visual appeal of the pickup site
pickup site & overall process
(N = 20)
90% Very good or good 75% Very good or good
70% Very good or good 95% Very good or good
95% Very good or good
Agent Photo
navigating the pickup site
speed of delivery to your vehicle
service and competence of employees
90% Very good or good 95% Very good or good
quality and condition of groceries
7
From the moment you checked-in at the pickup site to the moment it was delivered to your vehicle, approximately how long did it take to receive your order at the pickup site?
HOW LONG TO RECEIVE ORDER?
(N = 20)
Agent Photo Less than one minute 1-2 min 3-4 min 5-6 min 7-8 min More than 20 min
5%5%
20%
10%
35%
25%
80% said their wait time was shorter than expected
8
In terms of your expectations, how EASY/HARD was the pickup site to use?
HOW WAS THE PICKUP SITE?
(N = 20)
Agent Photo
5%0%
10%5%
0%
35%
45%
Much easier than expected
Easier than expected
A little easier than expected
Neutral - about what I expected
A little harder than expected
Harder than expected
Much harder than expected
80% said their order was correct the first time
9
How FRESH would you rate the produce you purchased today?
FRESH GROCERIES?
(N = 20)
Agent Photo
Extremely fresh Very fresh Moderately fresh Not very fresh
5%10%
25%
60%
1010
Which one EMOJI best captures how you FEEL about Walmart Curbside Delivery?
25%35%
5% 5%
30%
(N = 20)
11
What WORDS best describe Walmart Curbside Pickup?Each participant was asked to provide 3 words describing Walmart Curbside Pickup.
Convenient Fast/quick
Simple/easy Efficient
15 13 13 4
NUMBER OF MENTIONS
(N = 20)
12
In your own words, provide a 3-5 sentence online-style review of Walmart's curbside pickup service.
“After trying out this new grocery pick up service, I have to say that I am very pleased with how it worked out. From the smooth process of choosing the groceries online/through the Walmart grocery app, from payment, to pickup everything was very convenient and speedy. Instructions were easy to follow and it was easy to find...From parking to having my car loaded...I was there for no more than 5 minutes and I didn't have to get out of my vehicle at all. I will definitely be taking advantage of this service again!”
“Walmart's pick up service was so smooth it was surprising. If you want to miss the long lines and you still want to get all the groceries your family needs...it's worth using. The the ordering process was simple if you know what you're looking for. You can search by brand or just buy generic name type. The produce I bought looked fresh and like something that I would pick out myself, which was really important for me in this whole process. When I arrived the order was ready for me and came out within a matter of a minute. I would definitely recommend them and use them again.”
“My pickup was from 4-5 but I got a call at noon saying my order was ready. I explained my confirmation was at 4-5 and the person sounded confused and couldn't explain what I was supposed to do. I went to the store at the designated time but, due to construction in the parking lot, I couldn't tell where the pick up was. I went inside the store and the person up front told me I had to wait by a sign in the store. Didn't sound right so I went back outside and finally found the area [easily] once past the construction. Pulled into a spot and called the number on the sign. A woman confirmed who I was and said she'd be right out. She soon brought my groceries and asked where I would like them, made some small talk, asked if I wanted to check the order and was very pleasant. Up until that point I probably wouldn't have used the service again due to no one really knowing what was going on, but she redeemed it for Walmart and now that I'm comfortable with the process.”
- Agent Testimonials
13
If forced to choose between these 2 options, how would you MOST prefer to obtain the items you purchased today?
Walmart Pickup At brick-and-mortar Walmart store
10%
90%
BRICK & MORTAR VS CURBSIDE PICKUP?
Agent Photo
(N = 20)
14
What is the likelihood you’ll use the Walmart CURBSIDE PICKUP service again in the future?
5%0%5%
30%
60%
Completely likely
Very likely Moderately likely
Not very likely
Not at all likely
WHAT DOES THE FUTURE HOLD?
(N = 20)
Explore the rise of online grocery shoppingdownload the report:
15
What is the likelihood you'll recommend Walmart CURBSIDE PICKUP service to a friend?
5%0%5%15%
75%
Completely likely
Very likely Moderately likely
Not very likely
Not at all likely
RECOMMEND TO A FRIEND?
Agent Photo
(N = 20)
