As a people-centric company, we pride ourselves on making every connection count, and for some, that first connection starts with our incredible customer service associates. The people who work with and for Shipt are all customer-obsessed. When our customer service representatives talk with members, shoppers, drivers or retail partners, they’re focused on supporting them with thoughtful solutions that help make their days easier. 

Karen C., a senior support specialist who has been with Shipt since 2021, shared her perspective on what makes Shipt’s customer service exceptional: “Our customer service team stands apart from the rest because Shipt encourages us to be our authentic and genuine selves, coupled with the autonomy to solve problems quickly.  We're taught the importance of putting ourselves in the shoes of others, to listen, have empathy, while still adhering to our policies as a company.” 

This award, which calculates five specific service quality criteria including quality of communication, professional competence, range of services, customer focus and accessibility, demonstrates Shipt’s longstanding commitment to providing customer experiences that are above average. So long in fact, that in the past four years, Shipt has been recognized for top customer service by Newsweek and Statista three times. Ranking #1 in our category, with an overall score of 92.27, this award is a testament to the exceptional work our customer service teams do every day. 

Abby H. has been a customer care specialist for just over 5 years. When she learned about the award, she was ecstatic: “It's an honor to be part of this award-winning customer service team at Shipt! What sets us apart is the way we take time to support each person, listen carefully and investigate their situation fully. Recently, I assisted a senior citizen with navigating the app, which can often be a challenge for those who are less tech-savvy.  I took the time to slowly walk her through each step, and she was relieved to have the issue resolved by the end of our call!”

It’s not always an easy job – when a member calls into customer service, it’s sometimes due to some kind of friction, a pain point or confusion. How our customer service specialists respond in those moments can make-or-break the customer experience. We’re proud that, according to thousands of U.S consumers across the country, Shipt is showing up in those moments. 

“The work that our customer service specialists do is so important to the success of our business. They’re solving needs for members, helping shoppers with immediate challenges they might be facing and liaising with retail partners to ensure a consistent experience. The work is vital, and I’m so pleased that our customer service teams get to receive the recognition they so greatly deserve,” shared Mark Killick, senior vice president of experiential operations at Shipt. 

Great customer service doesn’t just end at Shipt HQ. We hear from members how much they appreciate the services performed by the shoppers and drivers who earn on the Shipt platform. Since launching in 2021, there have been over 5 million preferred shopper pairings on Shipt, meaning members have found a shopper who goes above and beyond and delivers their items exactly like they’re expecting. The exclusive personalized experience, only available with Shipt, provides an enhanced experience, proven by the fact that 99% of rated orders that were delivered by preferred shoppers received a 5-stars rating.