Understanding Shop & Deliver Insights

Below you will find a comprehensive breakdown of each Shop & Deliver insight. These shopping stats give you the ability to track how often you’re able to find and replace items on Shop & Deliver trips.

Think of this as a percentage of how often you’re able to find suitable replacements for out-of-stock items, considering only those with customer preferences marked as “Best Match” or “Specific Item”. This insight is calculated as follows: total number of suitable replacements found ÷ total number of out-of-stock items x 100.

Replaced items that were rejected during shopping or later reported as unsuitable by the customer are not included in this calculation.

If an item is out-of-stock, choosing a quality replacement shows attention to detail. When customers are happy with the replacements they’ve received, they may even tip more!

Let’s take an order with 15 items on its list. If you found 10, and replaced 4 of the 5 unavailable items, your Replacement Rate for this order would be 80%: (4 replaced items ÷ 5 unavailable items) x 100.

Think of this as a percentage of how often you’re able to find the exact items requested by your customer. This insight is calculated as follows: total number of items found ÷ total number of items requested x 100.

What do we mean by items? If a customer orders 4 bananas and 3 apples, that counts as 2 items (bananas and apples). If you find all 2 items, you have a 100% Found Rate.

Finding every item requested plays a key part in making sure your customers have a great experience. For instance, when a customer orders ingredients for preparing a special meal, like spaghetti carbonara, missing even one item, like eggs or cheese, could spoil their plans.

Let’s take an order with 12 items on its list. If you found 11, and replaced 1 item, your Found Rate for this order would be 92%: (11 found items ÷ 12 requested items) x 100.