What you think about: loyalty and out of stocks

A recent report from Kroger’s data arm found that nearly a quarter of shoppers will take their business elsewhere when faced with out of stocks.

84.51°’s “Consumer Digest: Omnichannel Trends February 2024” report reveals that 23% of omnichannel shoppers will search elsewhere online if their grocer has items out of stock. 

So, does having a solid loyalty program help to keep shoppers on board, even when faced with out of stocks?

Here’s what you think about the trend:

Felice Kaufman, grocery sales and marketing for natural food and beverage brands
There is much loyalty when you live in a town with a Publix and a dirty Winn Dixie. In the Northeast, not so much.

Connor Holt, advanced chemical logistics
People are loyal to the services, cake decorations, floral arrangements, freshly prepared food, meat departments. Wine tasting, etc.
But for center store, OOS are the most important factor for loyalty.

Matt Hinz, Kerns regional manager at Vilore Foods Company Inc.
There’s no loyalty, it’s all about consistently having the items needed for the best price.

Frederick Y, small parts assembly specialist 
No. Out of stocks will make me go elsewhere, unless a rain check is issued. I will not deal with a store that cannot keep its shelves in stock. I will go elsewhere. Even a gas station. If the fountain is out of my soda, I won't buy my gas there. I'll go where I can get both at the same time.

Lawrence Lerner
This is going to be a close call. Do most people buy the same brand/products each week? Likely. If those products are routinely available elsewhere then it will be difficult to entice them to make a wholesale shift even with incentive.

**
Have another thought? Add your comment below or email the SN staff at [email protected], and make sure to include your first and last name and job title for publication.