We're not saying we're addictive. Mariana said it. We just agree.
I've attempted to stop ordering from Zapp multiple times because it doesn't feel like the smartest way to do weekly groceries. But every time, I fail... and it's still where I order from, more than once a week 😅 Zapp is a product I admire, and I think what the team have built is a great retention example for a few reasons: 1. They handle my frustration before I even feel it. Zapp's promise is "hand-picked products delivered across London in minutes". Sometimes it takes longer. Their response? A proactive email and push notification telling me a £10 credit is on its way. I don't even get the chance to be annoyed, they've already handled it. And the credit expires in 14 days, so a delay quietly becomes a reason for me to come back soon. 2. They keep showing me the value I'm getting with Zapp Premium. I get free delivery and 10% back in credit on orders over £30. Some items cost more than a regular supermarket, but the credit makes it feel worth it because I'm getting money back. And they show me exactly how much I've saved, right there in the app. 3. They've taken away the biggest fear with online groceries, fresh quality. Any time something turned up subpar, I messaged support and got a refund plus an apology credit, no questions asked. Zapp support, please don't change! 4. The mix of products does feel hand-picked. They stock things that are hard to find, and they add more every week. I can get Daylesford, HG Walter and other brands I can't get together anywhere else. Getting them separately would mean paying delivery on each, which adds up. 5. And finally, it's just easy, and that catches me more than I'd like to admit. Today I was working, wondering what to do about lunch. I opened the app, ordered most of the items from my previous order, and that was lunch sorted-ish. Zapp is a clear example of a product delivering on their promise and reminding me of their value 💙