Delivery experience a customer priority

Consumers deliver their verdict on retail response.

A new report commissioned by Inside Retail has highlighted the importance of delivery in promoting customer loyalty.

Inside Retail’s survey of more than 750 online shoppers reveals that the delivery experience significantly shapes brand perception and fosters long-term relationships.

From the initial click to the moment their package is received, every interaction matters.

91% of shoppers who receive damaged items will avoid using that retailer again
85% of Gen X’s want free delivery
74% of shoppers value keeping their address information secure

The Team Global Express Shopper Insights Report shows consumer concern around data privacy is high, reflected in the desire of 74 per cent of shoppers to prioritise the security of their address information.

The research shows only 55 per cent of shoppers report consistent on-time deliveries.

Key demographics like Gen Y, Gen X and frequent buyers – the very groups we rely on for growth – typically experience an even lower frequency of on-time delivery.

This frustration can be costly. While some shoppers tolerate a single delay, 31 per cent abandon retailers entirely after just one negative experience

More than half of all shoppers consider both phone and online chat support very important when experiencing delivery issues.

Furthermore, more than half will abandon a retailer entirely if these options are not available when they need the

To get the full report go to: https://insideretail.com.au/client-report/the-delivery-advantage

Date Published:

11 June 2024