Consumer Behavior
Consumers want flexibility, reliability in online purchase shipping
Photo: Adobe Stock
December 1, 2025
Consumers not only want low-cost or free shipping they want flexibility and reliability.
That's a top finding from a Bringg research report, "2025 Delivery Experience Study," that revealed flexible and reliable delivery experiences are the prime drivers of e-commerce loyalty, according to a press release.
Additional findings include:
- 71% think about delivery before checkout and 41% consider delivery promise before browsing products.
- 7 in 10 shoppers expect low-cost or free delivery.
- 72% rate on-time arrival as an essential delivery experience factor, outweighing delivery costs. 35% permanently abandon a retailer after a late delivery; this is a reliability failure, not a cost failure.
- 61% of shoppers abandon carts when delivery isn't flexible and 60% cite on-time guarantees as a key factor for completing checkout.
- 55% of shoppers stop buying from a brand after a single negative delivery experience.
- Up to 62% of consumers blame retailers for late delivery; 47% of shoppers blame retailers and carriers equally and 15% blame the retailer even when carriers are responsible.
- 65% of regular shoppers say a positive delivery experience convinced them to buy again, even when the price is higher than competitors.
The findings are from a nationwide Bringg commissioned survey of 1,000 U.S. online shoppers conducted in the third quarter 2025.
