RE: Survey2 Jun 2021 08:27
I think that we can conclude from the survey that old habits do die hard and that there has been a drift back to physical stores, but this may be down more to poor service online rather than any other factor, although some people simply seem to have the desire to choose their own and actually enjoy visiting physical stores.
The exception seems to be the Ocado shoppers and although this may be because we are shareholders, it is defiantly the case that the level of service is much higher, therefore customer loyalty is higher.
It would be interesting to have an age breakdown of people shopping online, I suspect that more younger customers shop online and that they are more likely to continue shopping online, so the market is still very strong for Ocado Retail.
Another interesting factor to consider, not taken from the survey, is that some people simply are not organised enough to order online, maybe Ocado need to do more to help in this regard, although the pandemic may have given them a good lesson in stock control.