Field Agent enlisted 21 agents to purchase at least $10 of groceries, including both chilled and fresh produce items, from Jet Fresh for delivery to their homes.

1. August 2017

2. 2
Field Agent enlisted 21 agents to purchase at least $10 of
groceries, including both chilled and fresh produce items,
from Jet Fresh for delivery to their homes.
DEMOGRAPHICS
Female
Male
Age Range:
18-24
25-34
35-44
45-54
55-64
65+
81%
19%
5%
19%
43%
19%
10%
5%
Prior to this study, had you used
Jet Fresh delivery?
Yes
No
10%
90%
N = 21

3. 3
Describe in your own words what you LIKE
most about the Jet Fresh grocery delivery
service.
1. Convenience
2. Ease of use
3. Fast Delivery
“I like not having to go to the store and drag bags into my house.
This is super convenient.”
TOP 3
LIKE THEMES
“I really liked the express delivery, even though I selected…
Friday, it arrived a day early.”
“The thing I like or actually love about this delivery service is that
it's easy to use. The website is so easy to navigate; your order is
done quickly. I like how everything is packed so well that even if I
wasn't home it would have lasted four hours until I arrived.”

4. 4
Describe in your own words what you most
DISLIKE about the Jet Fresh grocery
delivery service.
v
1. Wasteful Packaging “I disliked …the amount of packaging …I cringe for the
environment at the amount of packaging used.”
TOP 3
DISLIKE THEMES
“The pricing of the shipping and cold packaging for
any order under $50 got to be pricey.”
2. Quality of produce
3. Fees for cold packaging and
shipping
“Produce was not good and things came smashed.”

5. 5
What WORDS best describe Jet Fresh grocery delivery?
Each participant was asked to provide 3 words describing Jet Fresh grocery delivery.
Convenient
Easy
Fast
Fresh
Quality
Wasteful
8
7
7
6
4
3
NUMBER
OF MENTIONS

6. 6
Which one EMOJI best captures how you FEEL about Jet Fresh delivery?
14% 14%
10%
19% 19%
10%14%

7. 7
Provide an online-style review of the Jet Fresh delivery service.
Immediately following their Jet Fresh home delivery experience, agents were asked to write an online-style review of the grocery delivery service.
“The service was impeccable. I ordered paper towels that arrived in one shipment the very next day and my cold items of
eggs, cheese sticks and peppers arrived the 2nd day, well packed, no broken eggs. I'm very pleased with my items as well
as the price. The only negative is the waste. The cold items do come packed with many ice packs and inside an insulated
bag which is then placed inside a box. For 3 small items it's a lot of waste but I do understand it's needed to keep it fresh.”
“The package is shipped and boxed so nicely for your order. Prevents any worry of your food spoiling as it ships to your home.
Only wished the shipping and packaging cost was less expensive. 2 items cost as much as 3-4 bags of groceries you could
shop for at the store. It is super convenient.”
“I initially was pleased with Jet's selection of items. I received my order in the time promised. Was not pleased with the items.
The box first of all was smashed, not a good sign. Then I opened the box and it had an eggy smell. Sure enough my eggs were
broken and one of my avocados was smashed. The bananas I ordered looked like they were beat up also. I also got cold dog food
which I did not order. So overall not pleased with items I got.”

8. 8
Rate the following aspects of your Jet Fresh ONLINE shopping experience
Availability of specific items
Very good Good Fair Poor Very poor
0%0%
24%
38%38%
Locating specific items
Very good Good Fair Poor Very poor
0%
5%10%
38%
48%
Website navigability
Very good Good Fair Poor Very poor
0%0%
19%
38%
43%
Getting started with Jet Fresh delivery*
Very good Good Fair Poor Very poor
0%0%0%
42%
58%
Overall online shopping experience
Very good Good Fair Poor Very poor
0%0%
10%
43%
48%
*Among those using the service for the first time (n = 19)

9. 9
How LONG did it take to shop for, purchase, and arrange for the delivery of your groceries?
Among those using the service for the first time (n = 19)
5%
0%
32%32%
0%
26%
5%
Much shorter
than expected
Shorter than
expected
A little shorter
than expected
Neutral - About
what I expected
A little longer
than expected
Much longer
than expected
Longer than
expected
Agent Screenshot

10. 10
How EASY/HARD was it to shop for, purchase, and arrange your groceries for delivery?
Among those using the service for the first time (n = 19)
11%
37%
11%
37%
5%
Much easier
than expected
Easier than
expected
A little easier
than expected
Neutral - About
as I expected
A little harder
than expected
No respondent answered “harder than expected” or “much harder than expected” Agent Screenshot

11. 11
1. Ease of use
2. Convenient
3. Enjoyable
TOP 3
OVERALL
In your own words, describe your ONLINE
shopping experience with Jet Fresh?
“I was surprised. I've tried to do the shopping for food on
the computer in the past and I've gotten frustrated. This
was very easy.”
“The site was easy to navigate as you can search for anything
you need, which makes it quicker to find things.”
“It was a pleasant experience…Easy to navigate site.
Love the free shipping and promo code.”

12. 12
Very good Good Fair Poor Very poor
5%5%10%
29%
52%
Condition of groceries when received Packaging
Very good Good Fair Poor Very poor
5%
14%14%
19%
48%
Very good Good Fair Poor Very poor
0%5%
14%
29%
52%
Overall delivery process
Rate the following aspects of your Jet Fresh delivery experience
Agent Photo
Agent Photo
Agent Photo

13. 13
Were your groceries delivered on-time?
How many SUBSTITUTE products did shoppers receive?
According to participants, Jet Fresh substituted (i.e., replaced an out of stock item/
brand with a different product) for only 1 of 164 total products purchased
95%5%
Yes
No
Agent Photo

14. How FRESH would you rate the produce you received?
Extremely fresh Very fresh Moderatelyfresh Not very fresh Not at all fresh
0%
5%
10%
52%
33% Agent Photo
14

15. 15
What is the likelihood you’ll use Jet Fresh grocery
delivery again in the future?
5%
21%
37%
26%
11%
Completely
likely
Very likely Moderately
likely
Not very
likely
Not at all
likely
WHAT DOES THE
FUTURE HOLD?Among first-time Jet Fresh delivery users (n = 19)
Agent Photo

16. 16
What is the likelihood you'll recommend Jet Fresh
grocery delivery to a friend?
5%
11%
47%
21%
16%
Completely
likely
Very likely Moderately
likely
Not very
likely
Not at all
likely
RECOMMEND
TO A FRIEND? Among first-time Jet Fresh delivery users (n = 19)
Agent Photo

17. 17
How would you rather obtain the items you purchased
today?
Jet Fresh Delivery
At brick-and-mortar
grocery store
47%
53%
BRICK & MORTAR
OR MADE TO ORDER?
Among those using the service for the first time (n = 19)
47%