Monday 28th Sep 2020 - Logistics & Supply Chain

Patience wears thin when it comes to delivery delays

Consumers are 70 per cent less likely to return to an online retailer that fails to deliver within two days of the date promised, according to research conducted by Voxware.

Five hundred consumers were surveyed on their expectations for delivery of items purchased online or by phone. The research also found that 75 per cent of respondents intend to have more direct deliveries over the Christmas period than in 2013, with 86 per cent noting that they have higher delivery expectations during the holiday season.

Forty five per cent of respondents expect Christmas deliveries to be made within three to four days, while 36 per cent were willing to wait five to six days for a seasonal delivery. Thirty and 31 per cent of respondents said they would be ordering 25 per cent and 50 per cent, respectively, of their Christmas shopping online. Six per cent noted that they would be purchasing all their Christmas shopping online or by telephone.

“As desktop, tablet, and mobile shopping continue to rise, so do consumer expectations for speedy, accurate delivery,” said Keith Phillips, president and CEO, Voxware.  “Retailers cannot afford to deliver products later than their promised delivery date, or send incorrect items altogether –not even once.”

Sixteen per cent and 14 per cent of respondents said that they would no longer shop with a retailer is they received an incorrect or late delivery, respectively, just one time. However, 54 per cent of respondents were willing to allow as many as two to three chances before abandoning a retailer.

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