In a new IPSOS study, released in late 2025, Shipt is recognized for having the “best delivery experience.” This recognition reinforces the brand’s commitment to delivering an exceptional customer experience and its desire to bring more than just convenience to customers' lives. 

For Shipt, providing a customized, human-first experience is a top priority that engages every area of the business. Shipt’s focus on customization and connection defines its same-day delivery experience, anticipating and prioritizing customer needs and feedback with features like ‘Preferred Shopper,’ ‘gift delivery,’ and more. 

“This award is meaningful on many levels, but especially because it reflects our company’s overall commitment to the customer experience,” said Alia Kemet, chief marketing officer for Shipt. “From the membership team to our data analytics team to our product team, everyone is here to make the experience better and richer for the Shipt user. We anchor every customer-facing feature, promo, and communication in these insights.” 

So, how does the brand ensure that the customer perspective remains top of mind in product creation and offerings while remaining competitive across a rapidly changing digital industry? Simple – Shipt goes directly to the source. Shipt has a team of data analysts and insight marketers continually talking with customers, tweaking experience, and rolling out new features to make Shipt the destination for a personalized, get-it-right-the-first-time same-day delivery experience. 

Keeping the Customer in ‘Customer-Centric’

Shipt teams work strategically to understand how features come to life for customers. Weekly surveys are synthesized into monthly reports and quarterly deep dives, and in-depth conversations with consumers and shoppers are held quarterly to delve into more qualitative insights. In an average year, teams will collect and review more than 200,000 individual pieces of customer feedback.

Those insights are shared across the enterprise to apply feedback within user communication and to inform future product updates. 

The focus on customer experience is especially important during peak times of year. For example, December is one of the busiest months for Shipt and, still, the company saw the highest and best numbers in order ratings in December 2024.  

This dedication to excellence is also reflected in Shipt’s customer service team. Known as the “customer experience” team, they were recognized for the third time in the last four years as ‘best in class’ for their attention to customer needs and real-time solutions. 

Features Built for Connection

Shipt has a number of banner features for customization, including the first-of-its-kind Preferred Shopper offering, real-time order communication, and substitutions that make sense. 

• Preferred Shopper offers customers a chance to reconnect with a shopper who has delivered exceptional service. This feature provides members with a truly connected shopping experience and delivers reliable, dependable joy to their doorsteps. In fact, eight out of 10 members continue using Shipt because of the high-quality shoppers*. Comments like the following from a member in Florida show that Shipt’s service meets members’ needs and builds connections with each delivery: 

  • “Love Shipt… timely, knows what I want, and checks with me about substitutions. My preferred shopper, Dawn, is the best!” -- Patricia P, FL

• Real-time order communication. Shipt encourages shoppers and members to chat via text throughout the order to help members feel more at ease with a Shipt delivery. The proof is in the insights, with almost 80% of Shipt members saying that their Preferred Shopper shops as they would. Creating this level of trust impacts not just the customer but the shopper as well. 

Shipt also wants to help ensure the shopper experience is just as good as the member experience. To achieve this, teams spend time with shoppers, grounding the company in more data and more insights to make decisions for updates and policies. 

• In 2025, the shopper excellence team hosted 10 shopper events in cities across the country to talk to shoppers and understand their perspectives, all in service of delivering a better customer experience. 

Shipt has held these events for years, in addition to regular surveys and focus groups with current shoppers, to stay close to what shoppers are saying across the country. This level of engagement helps Shipt stay ahead of the curve and offers invaluable insight to company leaders as they develop new features with the customer in mind. 

More Customization to Come 

The IPSOS recognition comes at a pivotal time for Shipt. Big moments are on the horizon for the brand as it seeks to further differentiate and focus even more on the parts of its service that matter the most to customers. 

Shipt is proud of this recognition, and teams are using it as fuel for the plans already in motion for the year. Expect Shipt campaigns to focus on connection, and for new product features to deepen the ways that Shipt keeps customers engaged. 

Shipt is committed to introducing new ways to bring joy and convenience to customers’ lives. Learn more at Shipt.com/hi. 

*Based on internal Shipt member survey data