Instacart, the leading grocery technology company, is implementing new updates to its order fulfillment process to increase transparency for both customers and shoppers. The company’s aim is to improve trust and visibility throughout the process of fulfilling orders, from shopping to delivery.
In order to achieve this, Instacart is introducing a number of new features to its app, including additional shopper details, such as the number of five-star ratings they have received, the compliment badges earned for quality service, whether they have shopped for the customer before, the number of orders delivered on time, and how much time they have saved customers. Customers will also be able to see more information about their order’s status and progress, such as whether the shopper is shopping or delivering multiple orders.
Moreover, Instacart is enforcing its community guidelines to ensure inappropriate or rude customer behavior is quickly addressed. The company is enhancing its batch-level feedback experience for shoppers to enable them to report any such behavior, and will now be warning or suspending customers who are reported. Shoppers who report inappropriate behavior will receive an email when a customer they have reported receives a warning.
According to John Adams, VP of Shopper & Fulfillment Product at Instacart, these new features “shine a spotlight on that care and attention to detail for all customers to see.” With these new updates, Instacart hopes to foster a deeper sense of community and understanding between customers and shoppers, and to provide a seamless and trustworthy shopping experience for all.