bigbasket, India’s largest online supermarket crossed the 10 million mark in delivered customer orders recently. Simultaneously, it also delivered more than 1 million orders in the month of May. bigbasket currently operates in 25 cities across India, servicing to up to 2.5 million registered customers. With over 20000 products, they offer a wide range of products, which include fruits and vegetables, staples, household, personal care, imported and gourmet, which are delivered to the customers’ doorstep at a click of a button. The company delivers up to 40,000 orders a day and has plans to more than triple the number by next year.
Grocery business in India is a 400 billion dollar addressable market of which e-grocery accounts for only 0.1%. bigbasket continues to scale at a time when many start-ups are cutting down on their operating costs and shutting operations in many geographical locations.
“We are heavily focused on constantly enhancing customer satisfaction. Our three guarantees of being on time – every time, delivery of every item ordered and a no questions asked return policy reassures customers of our commitment to them and drives high-performance benchmarks internally. We operate at some of the best service metrics in the world with 99.4% order accuracy and 99% on time delivery,” said K B Nagaraju, CEO.
Some customers, like Mr. Chandrashekhar, confess that they were initially apprehensive about the idea of buying fruits and vegetables online. “Their guarantees made me try it out, and it worked well. We love their ‘no questions asked return policy’, we can return anything we don’t like and they replace it for us, it makes shopping safe and easy,” he added.
bigbasket is known to have seen a surge in demand ever since they roped Shah Rukh Khan as their brand ambassador.
Mrs. Gayatri Sirisha, a working mother and a customer of bigbasket said, “I recently moved into the city and saw their ads, they got it delivered in 60 minutes, and it was easier than having to drive through unknown traffic or stand in long queues.”
bigbasket delivers in two ways – one from where customers can choose from four delivery slots in day and second is an express where customers get their daily items within 120 minutes. They recently launched a specialty store marketplace service, which caters to those customers who tend to prefer to buy certain products from a local shop or a particular brand.
To mark their growth and in the spirit of world environmental day, bigbasket will be soon be sending a sapling to welcome and delight all their new customers.