July 21: DoorDash customer loyalty drives market share gains
DoorDash is eating the market share of food delivery in the U.S.
Source: Earnest
Published: May 2022
DoorDash customer loyalty drives market share gains
In Q1 2018, DoorDash had a 15% market share of U.S. food delivery. Four years later (Q1 2022), DoorDash has 57%.Â
Food delivery market share in the U.S. during Q1 2022
DoorDash: 57%
UberEATS (including Postmates): 25%
Grubhub: 11%
Other: 7%
DoorDash’s market share growth is driven by returning customers' loyalty rather than acquiring new users. In Q1 2022, the average DoorDash user spent $334 monthly across 9 orders. That’s up from Q1 2018, when the average customer spent $134 monthly across 4 orders.
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Thank you for this. I'd love to know more about the top factors/strategies they used to build customer loyalty / return customers to the platform.
My personal experience with DoorDash: doing my second order, and since the app didn't allow me to accurately adjust my position, the driver left the food somewhere random in the street!!! And constacting customer support, they said "only, only, only this time, we're gonna do you a favor and return the money to you". That was the end of DoorDash for me