Can’t understand what makes new customers loyal (food delivery business)
Hi! I work for company which does the same business as Amazon fresh. Delivery of groceries, food etc.
Recently i was tasked to understand why some customers leave and some stay. I made cohort analysis and in each cohort i flagged people who stoped ordering food (no orders after 5 months from the first order) and those who continued (loyal)
I looked at what they bought on their first few orders, wether they had issues with order (delayed, wrong item, no refund) how much time on average they waited for food to come and every single metric is essentially the same. There is no like “Aha gotcha” moment where i can tell why customers left.
I have a suspicion that i am looking at the wrong things so i came here to ask more experienced analysts in g-commerce. Maybe someone who works/worked in Doordash or Amazon Fresh who did similar analysis and knows where to dig next?
Any input is welcome btw. Thank you!