News
We love Amazon, but we hate Amazon
February 7, 2020
It seems U.S. consumers have very mixed feelings about Amazon, with one in four having negative feelings when it comes to Amazon's impact on retail and the environment and yet 21% of those shoppers are buying at least half of what they need on Amazon's site.
The statistics, from a Convey survey of 2,000 consumers, illustrates a love-hate retail relationship, according to a press release. It reveals two in three consumers would consider abandoning Amazon if there was no free shipping option.
Other highlights include:
- 47% do at least a quarter of their shopping on Amazon, and 23% buy more than half of all their goods on the site.
- Fast and free shipping is far and away the top reason people shop at Amazon, selected by 80% of respondents.
- 25% would not use Amazon at all if they had to pay for shipping, and 39% said they were unsure — meaning that close to two thirds would consider buying elsewhere if free shipping were not offered.
- Consumers are slightly more flexible when it comes to delivery speed, with 12% saying arrival within one to two days is essential to continue using Amazon, and 55% would still use the site if deliveries arrived in three to four days, as long as shipping was free.
"Retailers know that the delivery experience is a critical piece of the e-commerce puzzle, and this survey proves just how important it really is," said Kirsten Newbold-Knipp, chief growth officer at Convey. "This study shows how a positive delivery experience translates into loyalty and sales — and can even overcome negative perceptions about a brand. In 2020, retailers need to pay careful attention to delivery, not just speed and cost, but also keeping their shipping promises and proactively communicating along the way."
