Retail report reveals the more delivery options, the better for retailers

May 12, 2016

Retailers considering reducing or streamlining shipping option might want to think again as a new report reveals a full range of options that consumers are expecting.

A retail report from Radial and CFI Group, which surveyed 500 shoppers, queried consumers on cross-channel fulfillment and how various delivery options impact the customer experience.

Key takeaways, as noted in an announcement, include the following:

  • One third of those polled would abandon online carts and shop with a competitor if an estimated delivery window is not provided.

  • 78 percent state having the ability to pick up an online order in-store issomewhat to extremely important, citing (in nearly identical proportions) saving time or saving money as the primary motivation for that level of importance.

  • 85 percent are willing to buy more if needed to qualify for free shipping.

"Offering comprehensive fulfillment options is an essential component of the purchasing experience for modern-day shoppers,"said CFI CEO Sheri Petras, in the announcement. "It's something shoppers expect from progressive retailers, along with properly staffed contact centers, a secure checkout process and a social media presence."


Topics: Consumer Behavior, Customer Experience, Customer Service, eCommerce, Mobile Retail, Omnichannel / Multichannel, Online Retailing, Retail - General, Technology, Trends / Statistics


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