The critical factor for consumers when shopping online is…
When it comes to providing a satisfactory customer experience, online retailers have to deliver on their promises.
Sixty-six percent of e-commerce shoppers consider delivery a decisive factor when shopping online, according to a new study by enterprise delivery experience solution provider Convey. In addition, 70% of consumers report they are unlikely to return after a poor delivery experience.
According to the survey, the customer forms impressions about the brand throughout the purchase experience, and impressions are reinfoced or destroyed by the experience they receive through the delivery process.
And providing satisfactory delivery experience appears to be a significant competitive differentiator, as only 11% of respondents said delivery is a strength of retailers today. More than half (54%) of shoppers said that delivery concerns are at least somewhat likely to prevent them from making large-item purchases online.
This doesn’t stop consumers from having high expectations for online delivery. Forty-three percent of shoppers expect their delivery experience to be personalized based on their order and purchase history. Thirty-nine percent expect to receive a better experience if they’ve shopped with a retailer before. Despite the complexity that exists with delivering large items, shopper expectations remain equally high. In fact, 73% percent of shoppers said that they expect to receive the same level of experience regardless of shipment size.
Other notable findings include:
· 75% of shoppers believe proactive communication is important, with 38% expecting to be notified immediately in the event of an issue.
· In the case of delayed or damaged goods, 53% of shoppers would expect expedited shipping on a replacement product, 44% would expect a refund or discount on shipping costs, and 19% would expect a coupon for their next purchase.
Click on the infographic for more.
Sixty-six percent of e-commerce shoppers consider delivery a decisive factor when shopping online, according to a new study by enterprise delivery experience solution provider Convey. In addition, 70% of consumers report they are unlikely to return after a poor delivery experience.
According to the survey, the customer forms impressions about the brand throughout the purchase experience, and impressions are reinfoced or destroyed by the experience they receive through the delivery process.
And providing satisfactory delivery experience appears to be a significant competitive differentiator, as only 11% of respondents said delivery is a strength of retailers today. More than half (54%) of shoppers said that delivery concerns are at least somewhat likely to prevent them from making large-item purchases online.
This doesn’t stop consumers from having high expectations for online delivery. Forty-three percent of shoppers expect their delivery experience to be personalized based on their order and purchase history. Thirty-nine percent expect to receive a better experience if they’ve shopped with a retailer before. Despite the complexity that exists with delivering large items, shopper expectations remain equally high. In fact, 73% percent of shoppers said that they expect to receive the same level of experience regardless of shipment size.
Other notable findings include:
· 75% of shoppers believe proactive communication is important, with 38% expecting to be notified immediately in the event of an issue.
· In the case of delayed or damaged goods, 53% of shoppers would expect expedited shipping on a replacement product, 44% would expect a refund or discount on shipping costs, and 19% would expect a coupon for their next purchase.
Click on the infographic for more.