Consumers love free shipping, reveals Deloitte survey

The top priority for consumers is getting free shipping, with nine of 10 consumers (88 percent) citing free shipping as being more valuable than fast shipping.

The data, from Deloitte's 32nd annual holiday survey of consumer spend, also predicts that fast shipping will be faster than ever with 54 percent of shoppers defining fast shipping as two days or less. The survey also reveals that an easy product return process will gain retailers and edge, according to a press release.

"It only took a few holiday seasons for people to change their expectations of retailers throughout the entire shopping journey — from search and inspiration to product variety, availability and price, to delivery and even returns," said Rod Sides, vice chairman, Deloitte LLP and U.S. retail, wholesale and distribution leader, in the release. "The online experience has also redefined people's expectations of the physical store. In the survey, people told us online channels outperform stores when it comes to finding unique items and products that are high quality and ones they trust. At one time, online excelled primarily on price followed by convenience, but now, it's outpacing the store experience across all attributes during the holiday season."

 The survey was developed by Deloitte and conducted online by an independent research company Sept. 6-18, 2017 and polled 5,085 consumers.


Topics: Consumer Behavior, Trends / Statistics


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