According to a consumer sentiment analysis conducted by Inc42 and Clootrack, customer service emerged as a key factor influencing the choice of grocery delivery services. Interestingly, none of the leading quick commerce players performed well in this aspect. In a rating scale from 1 to 10, where 1 indicates the lowest and 10 signifies the best customer experience, Blinkit secured the top position with a score of 2.4, while Swiggy Instamart ranked at the bottom with a score of 0.5.
Additional critical considerations for consumers included app functionality, straightforward return and refund policies, the behavior of delivery partners, and the ease of order cancellation. As we reflect on the performance of these services in 2023, share your thoughts on who you believe delivered a superior customer experience in the comments below.
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