Portrait of Maillard in a New Study on Food E-Commerce
As part of a study on food e-commerce, or online shopping, issued on July 16, 2019, the CEFRIO (Centre facilitant la recherche et l’innovation dans les organisations – French for Digital Culture Accelerator in Businesses and Organizations), has demonstrated that Quebecers purchase more and more online as for food and drinks. And this affects Maillard, who has been mentioned in the study.
The CEFRIO wanted to provide a food e-commerce overview from the consumer’s point of view and has drawn that ''in Quebec, the proportion of adults who made an online food and drinks purchase during the three months of December 2018 to February 2019 is estimated at 7%. These are mainly adults under 55, university graduates and with children at home.''
And why do Quebecers opt for online grocery? According to the organization's survey, ''nearly half (45%) of respondents who bought food online claimed that time-saving is their main reason for it.''
Maillard as an example
In the introduction, CEFRIO mentions the example of Maillard: ''Everything is sold on the Internet, even products such as meat. And Maillard, founded just three years ago, has understood this. Maillard offers, through an online store, a wide range of more than 150 quality meat cuts, delivered to your home in less than 24 hours. Maillard offers all meats and cuts, just like at the local butcher shop. The store offers beef, pork, chicken, lamb, veal and duck. For Maillard, consumer education remains the key for the online sale of meat. To do so, they are very active on the Web and social media networks, such as YouTube.''
The organization went even further by publishing a case study on the now popular online butcher shop.
CEFRIO mentions the need to inform the consumer and what Maillard does in order to accomplish that:
''Many consumers are wondering about various aspects, such as the meat’s origin, delivery time, packaging and transportation, to name just a few. To answer all these questions, Maillard offers several types of online content responding to consumer queries ranging from writing articles on their website to videos published on their YouTube channel. An online chat tool is also available on their website to answer visitors' questions.''
Michel St-André, Maillard’s CEO also talks about the importance of customer service:
''Our customers regularly mention that our products are exceptional, but what is also reflected in the comments is the service. We’re working very hard to get our customers’ full satisfaction.''
To read the full case study on Maillard, and to consult CEFRIO's complete study on food e-commerce in Quebec, visit the document at https://cefrio.qc.ca/media/2137/portrait-du-commerce-%C3%A9lectronique-alimentaire-au-quebec-vf.pdf (the study is only in French).
Official website: https://cefrio.qc.ca/en/