Shipt Personalizes Customer Delivery Experience

In a strategic move to further personalize its customer experience, Shipt has launched a new Preferred Shoppers feature for members of its grocery delivery service. Customers who rate their shopper with five stars after an order is delivered have the option afterward to add them as a favorite to their “preferred shopper list.” If the shopper accepts the request, that shopper will be prioritized for the customer’s future orders.

“The more often a shopper shops for a customer, the more they learn about that customer’s wants and needs and are able to deliver a tailored shopping experience,” said Karl Varsanyi, chief experience and product officer at Shipt, in a statement. “Preferred Shoppers helps customers get the exceptional service they enjoy again and again.” 

Based on initial test results, Shipt finds the new Preferred Shoppers feature has driven more frequent ordering among members, as well as higher ratings for the service, fewer customer service issues and more tipping.

An independently operated, wholly owned subsidiary of Target Corp., Birmingham, Ala.-based Shipt delivers groceries from a variety of retailers based on the customer’s location. In addition to Target, Shipt also delivers from The Kroger Co.’s and Albertsons Cos.’ banners, Costco, Lowes Foods, Dollar Tree, Lidl, H-E-B, Meijer and more.

Shipt was inspired to offer the new feature based on customer feedback. “Customers consistently tell us they want to be paired more often with the Shipt regulars they know and trust. And we’re thrilled to be rolling out the feature nationwide after an incredibly successful test that proved that this offering greatly enhances customer and shopper satisfaction, quality of service and order frequency,” said the company.

According to Shipt, approximately 95% of its customers chose the Preferred Shoppers feature “right out of the gate and reported higher satisfaction in their same-day delivery experiences.”

“Shipt Shoppers are a real differentiator, and as we grow and evolve, we’ll focus on features that help shoppers regularly connect with customers and empower an unmatched, personalized same-day delivery experience in the industry,” said Varsanyi. 

Through its app, Shipt’s personal shopping and delivery service is available to 80% of households in more than 5,000 U.S. cities. “Shipt Shoppers go above and beyond, communicating in real-time about preferences and substitutions,” says Shipt, which delivers a variety of product categories including fresh foods, household essentials, wellness products, office and pet supplies.