Chapter 02 / The savings left on the counter
Loyalty reached the online checkout. The savings did not.
The loyalty program knows the household. Most grocers let it redeem points online. Far fewer apply the coupon the household clipped without a code, take SNAP online, let the shopper scan with their own phone, or start the weekly shop from last week’s cart.
The shopper who has to work for the discount stops noticing it.
Loyalty reached the online checkout. The savings did not.
54% of grocers let a member redeem loyalty rewards in the online checkout. Only 14% apply a clipped digital coupon without the shopper typing it in, and only 11% apply a promotion without a code.
Read the finding and the decision ↗Sign in for the full findingFour US supermarkets in ten still take SNAP only at the register.
Counted by hand across all 90 United States banners on 15 September. US supermarkets, 67: 8 do not accept EBT at all, 21 accept it offline only, 21 accept it digitally, 17 seamlessly. So 38 of 67 (57%) take SNAP online at Advanced or better and 29 (43%) do not. All 90 US banners: 46 (51%) take it online.
Read the finding and the decision ↗Sign in for the full findingScan-and-go is a supercenter habit. Supermarkets are still queuing.
Self-Checkout Options, all 200 banners: 64 Basic (none), 87 Developing (self-checkout lanes only), 45 Advanced (scan-and-go), 4 Leading, so 49 (24%) Advanced or better. Supermarkets 25%; the 16 hypermarkets 69% (illustrative base). Smart carts and checkout without a lane: 2 of 116 supermarkets.
Read the finding and the decision ↗Sign in for the full findingThe weekly shop still starts from an empty cart.
Auto-Cart from Past Purchases, all 200 banners: 40 Basic, 89 Developing (past orders shown, each item found again), 70 Advanced, 1 Leading, so 71 (36%) Advanced or better; supermarkets 43%. Anticipatory Fulfillment, supermarkets: 77 have no auto-replenishment and 39 offer fixed-interval repeat orders; none is past that.
Read the finding and the decision ↗Sign in for the full findingThe four levels behind this chapter
Every number in this chapter is a share of banners at Advanced or better. Here is what the four levels mean.
Put the findings to work