Customer Service

Delivery playing key factor in customer experience

Photo: Adobe Stock

July 18, 2024

Product and service delivery can impact consumer behavior, from converting purchase behavior to customer loyalty, according to a nShift report, "Beyond the box — turning deliveries into a business-building experience."

Providing the right range of delivery options at checkout can boost conversions by 20% and if e-commerce delivery is managed well two of three customers will shop again, according to a press release on the report findings.

In addition customers are far more likely to read messages about deliveries and returns than they are other communications from retailers and 24 to 25 year olds are the most likely age group to abandon online baskets due to a lack of convenient delivery options

"The customer experience has never been so central to ecommerce. When retailers stop seeing deliveries as a world of boxes and embrace the opportunities the delivery experience can bring, they unlock a world of potential," Mattias Gredenhag, CTO at nShift, said in the release.