Curbside Pickup, Delivery Are Here to Stay

Consumers indicate they will continue to use the services post-pandemic. 

May 07, 2020

ALEXANDRIA, Va.—Curbside pickup won’t go away when the COVID-19 pandemic subsides, reports Chain Store Age. According to a new consumer survey from distributed commerce network CommerceHub, 59% of respondents say they are more likely to continue using curbside pickup, and that figure increased to 75% among those who subscribe to multiple delivery services (including Amazon Prime). 

Home delivery has gained popularity, with 65% of respondents saying it’s the safest option during the crisis. Among survey respondents, 68% are likely to subscribe to a grocery delivery service after COVID-19. Among different age groups, the survey found that 49% of respondents older than 50 who did not shop online said they are likely to subscribe to a delivery service post-pandemic, and 26% ages 30-39 are more willing to try curbside pickup or delivery subscriptions following COVID-19. However, 59% of respondents age 70-plus said they would still prefer to shop in-store once the crisis is over. 

The survey asked specific questions of Amazon Prime subscribers and found that 80% said that an expected or promised delivery date impacted their purchase decisions for essential items, and more than one-third (35%) of Prime subscribers said their longest delivery delays were a week or more. Other notable findings include:

  • 60% of respondents said more than three days was the longest delay in receiving items purchased online. 
  • 75% of respondents have searched for an item online and found it out of stock.
  • Prior to the COVID-19 pandemic, 43% of respondents preferred to shop online for essential items.

CommerceHub surveyed U.S. consumers in various age groups to gauge their shopping habits and consumer confidence in the current supply chain landscape. More than 1,500 respondents participated in this survey over the course of two days. 

Coronavirus Resources

NACS has compiled resources to help the convenience retail community navigate the COVID-19 crisis. For news updates and guidance, visit our coronavirus resources page.

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