The online grocer has carved out a market-leading reputation for on time deliveries (95%), a low substitution rate (99% order accuracy) and the level of service provided by its delivery drivers. Indeed, Ocado doesn’t refer to them as drivers, but as customer service team members.

It has also launched speedy delivery service Ocado Zoom and added lots of convenient features to its website.

We delve into the improvements it has made and how it is using algorithms and machine learning to ensure tight delivery windows are met and customer service is speedy.