Consumer Behavior
Consumers striving to avoid supply chain issues
November 2, 2021
Shoppers are worried about supply chain and delivery delays when it comes holiday shopping, and 52% have started shopping earlier, according to an Oracle Retail research study.
In addition, more consumers will rely on gift cards, according to a press release on the study's findings.
Of the respondents, 20% plan to order more gifts in case some are delayed or canceled, with that number jumping to 44% for Millennials.
"As we see in the news, the supply chain challenges are a global reality. Regardless, consumers will still measure retailers on their ability to deliver on their wish lists this holiday season," Mike Webster, senior vice president and general manager, Oracle Retail, said in the release. "Accountability will be the name of the game. Retailers must have clear visibility into their inventory, a realistic timeline for the fulfillment, and a plan to communicate clearly throughout the order and delivery processes. Through transparency and execution, retailers can earn trust with their customers and build the potential for future loyalty."
The survey polled 5,728 global consumers, including 512 in the U.S., in September 2021.
Additional findings include:
- 28% of respondents are anxious that the products they want will be more expensive due to the scarcity.
- 27% are worried desired products won't be available.
- 17% are fretting that friends and family will be disappointed as they don't get the gift they want.
- 16% are concerned that favorite holiday treats like pumpkin spice lattes won't be available.
- 72% will have gifts delivered to their home (up from 64% in 2020), but many (22%) are worried shipping times won't meet their expectations and will be late — if they arrive at all.
- 36% of respondents say fast delivery determines whom they order from. Nine percent of consumers expect same-day delivery, 28% 1–2-day delivery, and 41% 3–5-day delivery.
- 25% are concerned gifts won't arrive at all.
- 18% are willing to pay more to ensure faster or guaranteed delivery.
- 55% are getting creative and saying they are very likely or might use an on-demand service like DoorDash to order last-minute gifts.
- 40% agree that out of stock items constitute a lousy shopping experience.
- 38% say they are attracted to brands/companies based on product availability.
- 22% won't wait for a retailer to restock before they go somewhere else.
