One of the major reasons for the success of Amazon as an online retailer is its top-notch delivery process. That's a lesson that other online retailers should take to heart. According to a survey of consumers conducted by the delivery solutions company Convey, two-thirds (66 percent) of shoppers "consider the delivery a decisive factor of the shopping experience. In addition, 70.1 percent of consumers report they are unlikely to return after a poor delivery experience."
Convey also found that 43 percent of shoppers "expect their delivery experience to be personalized based on their order and purchase history" and 75 percent think that "proactive communication" about the delivery process is important. But there are some warning signs for retailers in the survey as well:
- 54 percent of shoppers have indicated that delivery concerns are at least somewhat likely to prevent them from making large-item purchases online.
- Few consumers (only 11.3 percent) say delivery experience is a strength of retailers today.
Convey CEO Rob Taylor says, "As this survey has shown, when it comes to customer perception, the delivery experience is one of the most influential factors. Meeting these expectations and efficiently improving the delivery experience is pivotal to both top line revenue and bottom line cost.”
Visit Convey to get a copy of the full consumer study.
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