Researchers from Earnest Research recently published a report entitled “The COVID Consumer One Year Later”. In the article they looked at retention rates in the most recently completed quarter (4Q20), among shoppers acquired – overwhelmingly online – in 2Q20. They compared their retention rates to the 2Q19 acquired cohort as a benchmark.
Key Takeaway: As of the end of 2020, Amazon, DoorDash, Uber Eats, and Etsy saw higher retention from the COVID shopper relative to prior cohorts; Instacart, Wayfair, Macy’s, and Foot Locker saw equivalent retention rates, and Walmart Online Grocery, Chewy, Ulta, Kohl’s, and Airbnb saw lower retention.
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