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Mar, 2021     

Delivery Delight Index

Delivery Delight Index aims to help brands and platforms to assess their relative positioning in terms of delivery experience provided and how they can improve their delivery experience score which in turn will help them to drive customer satisfaction.


Online retail in India has grown more than 3x in the last 4 years and is only set to be bigger in the coming years. As the online retail and other related sectors have evolved over the years, it has also brought a dynamic shift in the consumer preference and expectation from the online channel.

While few years back, discounts, offers and product assortment were key factors driving customer decision to purchase from online channel, it has now evolved with development of ecosystem and digital maturity of online shoppers, and they are now seeking convenience related parameters such as ‘Faster Delivery’, ‘Safety & Hygienic experience’ more over discounts.

In our newly launched Delivery Delight Index by Shadowfax and RedSeer, we help brands and platforms to assess their relative positioning in terms of delivery experience provided and how they can improve their delivery experience score which in turn will help them to drive customer satisfaction. 

‘Delivery Delight Index’ has been developed after ~9,000 consumer surveys covering 34 players across four types of platforms i.e., E-tailing Marketplaces, Hyperlocal Marketplaces, Digitally Native Brands and Traditional Brands/Retailers. 

While online shopping is seeing more adoption, delivery experience has become a key parameter to drive customer satisfaction. Along with it, factors such as fast delivery, better product quality, array of offerings, safer than offline, discounts among others. The ‘Delivery Delight Index’ looks at the various sectors of e-tailing and how third-party logistics is helping new-age and traditional brands to drive better delivery experience in turn driving more customer satisfaction. 

Platforms such as Xiaomi, Decathlon, Dunzo came out as frontrunners in our Delivery Delight Index in their respective sectors in terms of high delivery experience satisfaction. The results are based on customer surveys and helps brands improve their NPS score which will in turn drive customer satisfaction thus reducing acquisition costs.