News

Delivery a big part of customer experience, reveals survey

June 29, 2016

More than half, 66 percent, of online consumers said the delivery experience is critical and that poor delivery could easily prompt them to hit another ecommerce retailer.

While customers form a shopping opinion throughout the purchase experience, delivery is a "decisive" factor as 71 percent will take flight from an ecommerce site just after one disappointing experience, according to a Convey survey.

"Today's top retailers recognize that to succeed, customer loyalty must be a core focus," said Rob Taylor, CEO and co-founder, Convey, in a release. "However, creating loyal customers and meeting expectations is becoming increasingly difficult. As this survey has shown, when it comes to customer perception, the delivery experience is one of the most influential factors. Meeting these expectations and efficiently improving the delivery experience is pivotal to both top-line revenue and bottom-line cost.

Here are a few more key findings from the report:

• Few consumers (11.3 percent) say delivery experience is a strength of retailers today.
• 43 percent expect a delivery experience to be personalized based on their order and purchase history with 39 percent expecting to receive a better experience if they’ve shopped with a retailer before.
• 75 percent of shoppers believe proactive communication is important with 38 percent expecting to be notified immediately in the event of an issue
• 54 percent of shoppers have indicated delivery concerns are at least somewhat likely to prevent them from making large-item purchases online.
• 72.2 percent of shoppers expect to receive the same level of experience regardless of shipment size.
• In the case of delayed or damaged goods, 53.1 percent expect expedited shipping on a replacement product, 43.9 percent expect a refund or discount on shipping costs, and 19.4 percent expect a coupon for their next purchase.