Consumer Behavior

Supply chain woes aren’t changing consumer behavior

Photo by istock.com

October 11, 2021

Delivery delays and supply chain issues might be a worry for shoppers, but the issue aren't going to change consumer behavior this holiday season.

That's the prime finding of the fifth annual holiday survey from Convey by project44 regarding consumer shopping preferences. The survey polled 1,300 U.S. consumers, according to a press release.

More than half of consumers (57%) are shopping at the same time as last year though 50% are worried about out of stock items, 46% are concerned about shipping delays and prices and 41% are concerned about higher shipping costs.

"Shoppers are going to put retailers to the test this year, despite awareness of the challenges sellers face," Carson Krieg, director of industry solutions and strategy at Convey, said in the release.

Additional findings include:

• 71% who plan to start their shopping later this year admit that free shipping is important to them, indicating they may have unrealistic expectations in today's environment.
• Eight out of 10 (79%) say their household has an Amazon Prime membership, and Prime membership rises to an astounding 89% for more affluent consumers.
• Nearly nine in 10 shoppers (87%) are likely to buy from Amazon this holiday season.
• Mass merchants (Walmart, Target and Best Buy) rank a distant second at 67% followed by department stores (Nordstrom, Macy's, Dillard's and Kohl's) at 34%.
• Even amidst warnings of shipping disruption and higher costs, most Americans state that free shipping (88%) and on-time delivery (88%) are important to the overall holiday shopping experience.
• Transparency is key. Most shoppers (56%) are more likely to complete a purchase if the estimated delivery date is visible in the shopping cart.
• Almost all consumers (98%) want retailers to notify them if their delivery will be late. Most (76%) prefer direct notification via email or text message.
• Nearly seven in 10 (67%) say they won't shop with a brand again after a poor delivery experience.
• 42% say ordering online for same-day store pickup is important. This number rises to 54% of younger shoppers (defined as age 18-29).
• 36% of respondents say ordering online for same-day home delivery is important. This number rises to 48% of younger shoppers.