New report: What 75M+ transactions reveal about shopper behavior

With exclusive data and survey insights from Upside

A new Upside report analyzed shopping behavior using 75M+ transactions and 10,000+ survey responses. Here's what we learned about retention, loyalty, and shopping habits.

Most grocers' retention buckets are leakier than they think.

Churn is higher than many grocers realize — even among their best customers. The good news: small shifts in behavior can drive big returns.

New customers

50%

churn in their first month

Loyalty members

14%

churn in a given month

Just one more monthly visit from "uncommitted customers" could lead to 

+84% in annual revenue

The key to fixing it? Forming habits with your customers.

Customer retention is about building habits, visit by visit. Our research shows regular grocery shoppers are 46 percentage points more likely than new customers to stick around after a year — and that compounds over time.

Programs like loyalty and marketplaces form habits faster.

And layering them together brings the biggest retention boost of all. 

Growth doesn't come from the first trip or a loyalty sign-up — it comes from earning the next visit.

The real win isn't acquisition or loyalty status, it's getting shoppers to come back again and again.

Get your copy of Winning the Uncommitted Customer for the full story.