Best Portuguese online supermarkets 2022 rating
e-grocery rating 2022 results: research of digital customer experience
As mentioned in the e-grocery rating Portugal 2022 launch announcement, Customer Experience Studio “Pulse” completed the research of the Portuguese online supermarkets' functionality and revealed the rating. Previously we announced the study of 300 features in Portuguese online supermarkets, but finally, we studied 700 features in every of 10 online supermarkets.
This article is a demo report of the research, to have a consultation and buy the full version, please contact us.
Concept
e-grocery rating 2022 Portugal is annual syndicated research of digital customer experience in Portuguese online supermarkets.
We research and evaluate the features that are presented on the way of a customer through the online groceries shopping process.
A syndicated type of research is been performed by an independent side, our studio, for the interest of many market players. This model allows retailers to buy research reports for a more beneficial price than
- if they’d order customised research of the market,
- if they’d distract the resources of employees from their business area to perform the research.
Objectives
1. reveal the benchmark and bring the independent observation of the e-grocery market functionality level,
2. create a rating of the best e-grocery stores on the Portuguese market,
3. provide retailers with relevant information about the actual state of their online supermarkets and best competitors’ practices,
4. motivate companies to invest in the digital customer experience evolution to bring it to a new level.
Related research: Customer Journey (CJM) Audit, Emotional design analysis.
Methodology of the research
Participants
The list of the participants was composed based on 3 characteristics, the retailer both
- sells groceries,
- has a chain of physical stores in Portugal, and
- has an online store in operation (web version).
Research phases
Customer Journey steps through the online supermarket
To shape the feature set by customers’ steps through the online supermarket, Customer Journey Map was created.
It contains:
- customers’ goals and expectations at every phase based on the interviews with the customers,
- touchpoints and the process were defined to be reflected to the online supermarkets’ functionality checklist.
Functionality checklist
The checklist consists of 8 groups of features and is a reflection of the digital customer journey’s steps through the online grocery store.
A set of features from the checklist is considered for further rating as 100% of an ideal online supermarket.
The final score for every retailer is calculated based on the number of features presented in online stores, and it’s the base of the e-grocery stores’ rating.
e-grocery rating 2022 results
TOP-3: Continente, El Corte Inglés, Auchan
Continente Online is in 1st place with a total score of 249. El Corte Inglés Supermercado — in 2nd place with a total score of 244. Auchan has 3rd place with a total score of 223.
Continente
Continente online supermarket has the maximum features among the researched online grocery stores — 249
Maximum % of features Continente has available in the Registration (59%) and Cart groups (47%*).
Cart, Catalog, Information and Personal area have 47%, 44%, 41%, and 40% accordingly.
Order placement — 38%, Notifications group — 29% of features delivered, in the Product page feature group Continente has only 17%.
*Here and below for 100% is applied the number of parameters in the checklist of functionality.
El Corte Inglés
El Corte Inglés Supermercado has 244 features
The maximum % of features El Corte Inglés Supermercado delivered in the Order placement feature group — 48%.
Catalog, Cart and Personal area got 46%, 43% and 40% of features in place accordingly.
Registration group of features has 35%, Information — 32%.
Fewer features online store is done for Product page (25%) and Notifications (18%).
Auchan
Auchan has 223 features
The maximum % of features Auchan has at the registration step for the customer — 53%.
Cart, Personal area and Catalog have 45%, 44% and 40% of features done accordingly.
Order placement and Notifications feature groups contain 35% and 29% of features.
Information and Product page groups have fewer features delivered — 21% and 20% accordingly.
Read about Challenge areas of top 3 best Portuguese online supermarkets.
Features benchmark and analytics for all the 10 e-grocery services — 36 charts
All the graphical information presented below is showing
- benchmark — the share of the online stores that have features,
- feature options that are presented at the particular step of the customer’s digital experience through the online supermarket.
Feature highlights by Customer Journey steps via the online store —
#1 Information for the customers — 12 diagrams
#2 Registration — 2 diagrams
#3 Catalog — 6 diagrams
#4 Product page — 5 diagrams
#5 Cart — 3 diagrams
# 6 Order placement — 2 diagrams
#7 Notifications — 2 diagrams
#8 Personal area — 4 diagrams
Research full report content
The full version of the research materials contains:
- 200 slides with research results and information, and
- the checklist with a 700x10 matrix with a functionality benchmark.
Why buy
- to know the current functionality benchmark of the digital services on the Portuguese e-grocery market,
- to have both a high-level outlook and a detailed view of competitors’ stores, get the knowledge of how competitors work, what new features they brought with the last updates,
- to see what is your company store’s position in the e-grocery market, what advantages and disadvantages it has,
- to get insights for the evolution of your e-grocery channel and adapt the strategy of its development,
- to have an independent view of the e-grocery area.
Order e-grocery rating Portugal 2022 report
More details about research approach and goals in article — e-grocery rating Portugal 2022 launch announcement
Read about Challenge areas of top 3 best Portuguese online supermarkets
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