BigBasket clocks 84% jump in new customers post lockdown

Homegrown online grocer BigBasket saw the number of new customers rise 84% post-Covid-19 lockdown compared to the pre-pandemic levels, according to insights from its brand intelligence team.

The platform also reported a 50% increase in customer retention during the same period. 

In terms of consumer behaviour, the team found that more new customers are now shopping for groceries online for the first time. Also, these customers are buying monthly groceries as well as top-ups, according to a statement.  

The company’s milk and daily fresh delivery app bbdaily saw a major boost, with this segment reporting a 139% rise.

Customers increased purchase of fruits with immunity and general health benefits. This segment saw a two-fold growth over regular fruits and household sales on the platform. Parallelly, food items such as chocolates, cup noodles, namkeens, and savoury snacks, grouped under the indulgence category, also recorded a 140% jump as compared to its February performance.

“There has been a significant change in consumer behaviour since March 2020. Given the unmatched convenience and safety that home delivery offers, we have experienced an 84% increase in new customers accompanied by excellent retention rates and basket sizes,” Seshu Kumar Tirumala, National Category Head of BigBasket said. 

Watch: BigBasket’s Hari Menon on why ecommerce cannot scale overnight despite surging demand 

Several startups pivoted to grocery and essential delivery during the Covid-19 lockdown. Most of the new entrants have now scaled down and are focusing on core operations. 

Hyperlocal grocery segment heavyweights include SoftBank-backed Grofers and Amazon Pantry. Walmart owned ecommerce major Flipkart recently also took a second chance with Flipkart Quick in Bengaluru.